Operations Manager

2 months ago

Chennai, India Weekday Full time
This role is for one of the Weekdays clients
The Contact Centre Operations Manager will oversee the workforce planning team and ensure the smooth operation of contact centres across 33 locations in 23 countries. This role focuses on enhancing customer experience boosting operational efficiency and driving sales performance through the implementation of global initiatives.
Essential Requirements:
  • A minimum of 5 years of experience in leading or managing contact centre operations including workforce planning.
  • Demonstrated experience in continuous improvement or projectdriven environments.
  • Indepth knowledge of project and change management methodologies such as Lean Six Sigma or Agile.
  • Experience in both inbound and outbound contact centre environments with exposure to omnichannel digital solutions.
  • Strong understanding of contact centre KPIs technologies and key business drivers.
  • Proven analytical skills with the ability to link workforce planning to financial outcomes.
  • Excellent verbal and written communication abilities.
  • Ability to work collaboratively in team settings.
  • Strong organizational and time management capabilities.
  • Competency in working with individuals from diverse cultural backgrounds.
  • A resultsoriented approach with a positive mindset.
  • Experience in outbound calling strategies and automated dialer technology.

Desirable Requirements:
  • Experience in an online or digitalfocused environment.
  • Familiarity with Genesys or NICE platforms including workforce management tools.
  • Experience managing global multisite contact centre operations.
  • Knowledge of international education and customer experience for students studying abroad.

continuous improvement,workforce management,omni-channel digital solutions,digital-focused environment,agile,call center development,project management,positive mindset,outbound contact center,change management,organizational skills,time management,automated dialer technology,lean six sigma,outbound calling strategies,customer experience,results-oriented,contact center kpis,online environment,workforce planning,nice platforms,genesys,inbound contact center,verbal communication,written communication,international education,analytical skills,workday,diversity,collaboration

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