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Operations Manager

2 months ago

chennai, India Weekday Full time
This role is for one of theWeekdaysclients
TheContact Centre Operations Manager will oversee the workforceplanning team and ensure the smooth operation of contact centresacross 33 locations in 23 countries. This role focuses on enhancingcustomer experience boosting operational efficiency and drivingsales performance through the implementation of globalinitiatives.
EssentialRequirements:
  • Aminimum of 5 years of experience in leading or managing contactcentre operations including workforceplanning.
  • Demonstrated experience in continuousimprovement or projectdrivenenvironments.
  • Indepth knowledge of project andchange management methodologies such as Lean Six Sigma orAgile.
  • Experience in both inbound and outboundcontact centre environments with exposure to omnichannel digitalsolutions.
  • Strong understanding of contactcentre KPIs technologies and key businessdrivers.
  • Proven analytical skills with theability to link workforce planning to financialoutcomes.
  • Excellent verbal and writtencommunication abilities.
  • Ability to workcollaboratively in team settings.
  • Strongorganizational and time managementcapabilities.
  • Competency in working withindividuals from diverse culturalbackgrounds.
  • A resultsoriented approach with apositive mindset.
  • Experience in outboundcalling strategies and automated dialertechnology.

DesirableRequirements:
  • Experiencein an online or digitalfocusedenvironment.
  • Familiarity with Genesys or NICEplatforms including workforce managementtools.
  • Experience managing global multisitecontact centre operations.
  • Knowledge ofinternational education and customer experience for studentsstudyingabroad.

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