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
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