Chief Operations Coordinator
2 weeks ago
The Role of Operations Manager is a pivotal position that oversees the day-to-day operations of our contact center. Reporting directly to the Senior Leadership Team, you will be responsible for ensuring seamless delivery of services to our customers.
Key Responsibilities:
- Manage and support operations from a scheduling and real-time perspective.
- Prepare and deliver daily/weekly/monthly reports and other dashboards to stakeholders.
- Oversee shrinkage, schedule adherence, delivery, and resource planning to optimize performance.
- Track outages and their impact on business operations.
- Review KPIs and Service Level projections for the coming week.
To excel in this role, you will need:
- At least 5 years of work experience in contact centers.
- A minimum of 2 years in a supervisory role within workforce management.
- Functional knowledge of various workforce management tools, including IEX, Genesys, Liveperson, etc.
- Overall understanding of workforce management and operational management.
- Sound knowledge of capacity planning and real-time management.
To succeed as an Operations Manager, you must possess:
- Excellent analytical, presentation, and communication skills.
- Sound knowledge of MS Suite and WFM tools like IEX, Genesys, Liveperson, etc.
- Experience working with WFM tools and in-depth knowledge of their features.
As an Operations Manager, you will have the opportunity to work with a talented team, develop your skills, and grow your career in a dynamic and challenging environment.
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