Manager of Operations
Job Description
- Manage functional team, along with portfolio of open work orders to deliver positive client outcomes while achieving internal and external Service Level Agreements (SLAs)
- Provide analytical support for the department and leadership; creatively develop workforce staffing solutions, daily workforce schedules and intra-daily scheduling solutions
- Create work order forecasts by drawing on historical, current, and metric-based data
- Develop and present industry/market research findings, trends, benchmarking and other pertinent information to internal teams, clients and senior leadership
- Analyze trends and gather input critical to operations to ensure optimum productivity and operational results are accurately reported
- Drive operational efficiency by managing team Key Performance Indicators (KPIs) and SLAs
- Analyze data and forecast potential impacts to operations; ensures ability to meet SLAs for all team activity
- Develop key client relationships; collaborate with key stakeholders in markets to devise solutions to client issues
- Work cross-functionally with other teams to manage vendors in region(s); make strategic decisions about capacity planning and fulfillment of services
- Contribute to various strategic projects that drive better outcomes, improved efficiencies, technology enhancements and scalability for the department
- Identify business opportunities based on analysis reports; examples include consolidating queues, changing hours
- Coordinate and track productivity; provide ongoing detailed variance explanations and recommends solutions when needed
- Attend regular client status meetings, if applicable
- Responsible for delivery and development of the capacity planning function as a key member of the contact center leadership team, if applicable
- Ensure confidentiality of internal and external data
- Perform ad-hoc projects and other duties as assigned
Date Posted
06/30/2023
Views
5
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