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Global Customer Contact Operations Lead
2 weeks ago
We are seeking a highly skilled Workforce Optimization Manager to oversee the strategic planning and execution of our customer contact operations across multiple international locations. This role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal abilities.
Key Responsibilities:
- Develop and implement workforce optimization strategies to meet customer contact volume demands across various channels (voice, messaging, social media, email, back-office) over a 7-day period.
- Schedule and optimize staffing levels to ensure efficient service delivery with a focus on quality.
- Analyze seasonal demand patterns and adapt plans during disruptions to maintain high service standards.
- Collaborate with global teams and utilize technologies such as telephony systems, AWS, and customer engagement platforms to drive business success.
- Lead emergency response protocols and communicate effectively with stakeholders during disruptions.
- Monitor real-time staffing, adherence, and case management to guarantee seamless operations.
- Provide regular reports and make recommendations to enhance service quality and mitigate risks.
- Develop contingency plans and adjust staffing levels in real time as needed to maintain business continuity.
Qualifications & Skills:
- Bachelor's degree in Business, Economics, Commerce or equivalent experience.
- Proven experience managing teams in a contact centre environment.
- Strong analytical, decision-making, and problem-solving skills.
- Familiarity with contact centre technology (e.g., AWS).
- Proficient in Microsoft Office and reporting tools.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Positive attitude with strong organizational skills.
