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Job Description

  • Manage daily and intra-day work flow and staffing to achieve maximum efficiency and service for the contact centers and their departments
  • Develop a business plan for the operations department, including budget development
  • Monitor the application of the traffic function, including policy and procedures, operating structure and information flow
  • Analyze contact center trends in order to recommend and enact business changes and work flow requirements
  • Create and manage Business Continuity Plans to eliminate downtime and customer impact by ensuring the right processes and communications are in place and followed.
  • Evaluate administrative volume, productivity and statistics at both team and contact center level
  • Identify and act on latest policy conformity, departmental performance trends and technical accuracy to ensure quality, effectiveness and efficiency; ultimately maximizing revenue goals and performance targets.
  • Inspire and provide strong leadership, mentoring and vision for the Contact Center Operations teams
  • Continually provide and deliver opportunities for personal and professional growth.
  • Drive operational objectives by managing internal and external relationships and build credibility as the operational point person and team within the business
  • Utilize strong analytical skills and understanding of contact center tools and metrics to analyze business performance to identify, report and act on trends that will improve service and efficiency
  • Determine and drive the planning and strategy for effective intra-day, daily, weekly, monthly and annual workforce management
  • Demonstrate leadership abilities by using appropriate influencing and consensus building skills to manage internal expectations and changes
  • Manage intra-day traffic control of contact volumes and staffing levels to meet service and efficiency goals
  • Facilitate business and contact center system implementations and migrations
  • Use strong knowledge of industry business systems to facilitate and trouble-shoot any intra-day system or business-impacting issues
  • Create and effectively manage the execution of business continuity plans
  • Readily assume special projects and tasks as assigned

Job Details

Total Positions:
1 Post
Job Shift:
Job Type:
Full Time/Permanent
Job Location:
No Preference
Minimum Education:
Career Level:
Experienced Professional
7 Years - 10 Years
Apply Before:
Sep 16, 2018
Posting Date:
Aug 16, 2018
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