Operations Support Senior Manager
About the position Responsibilities • Overseeing daily operations of the contact center, ensuring efficient and effective service delivery. • Monitor real-time performance metrics to meet targets, KPI, and SLAs. • Implementing and optimizing workflows, processes, and systems to enhance operational efficiency and customer satisfaction. • Creating and maintaining documentation for operational processes, ensuring compliance with industry standards and best practices. • Providing analytical skills, troubleshooting, and management of multiple priorities. • Crafting visually compelling slide decks for significant audience events. • Identifying impacts and trends to improve timelines and processes. • Strong communication skills, effectively setting expectations across work groups and with leadership. • Leading, mentoring, and developing a high-performing team. • Foster a culture of continuous improvement and professional development within the team. • Ensuring the team meets or exceeds Service Level Agreements (SLAs) with internal and external stakeholders. • Directly manage consultant-level employees, setting clear goals, providing guidance, and conducting performance reviews. • Foster a culture of collaboration, innovation, and continuous learning within the Workforce Management team. • Building and maintaining strong relationships with stakeholders and partners, understanding their needs and ensuring their satisfaction. • Providing regular updates and reports regarding performance metrics and operational improvements. • Proactively collaborating with both vendors and internal teams. • Developing and implementing strategic plans to achieve all objectives and improve performance. • Collaborating with cross-functional teams to align contact center operations with broader organizational goals. • Identifying and implementing best practices and innovative solutions to drive operational excellence. Requirements • Bachelor's degree or four or more years of work experience. • Six or more years of relevant experience is required, demonstrated through one or a combination of work and/or military experience or specialized training. • Seven or more years experience in contact center operations, preferably in telecommunications. • Five or more years experience in people leadership, including promoting professional development, personal accountability, innovations, and professional curiosity. • Experience leading in a virtual, remote, and hybrid workforce model. • Knowledge of contact center technologies and best practices. • Proven ability to develop effective working relationships and work collaboratively with all levels of staff, clients and partners. • Ability to work independently on various projects in a high-volume, fast-paced environment. • Experience building executive presentations and presentations within all levels of management across an organization. • Experience communicating with various stakeholders or organizational levels. • One or more years of experience with ACSS or similar. Nice-to-haves • Experience formatting raw data formulas, indexing and pivot tables and creating graphs and presentations. • Experience pulling, reporting, and analyzing large multi-faceted data and making decisions or recommendations based on data observed. • Experience with Workforce Execution (WFE) processes and procedures. • Demonstrate time management skills, resourcefulness, self-discipline, and the ability to work collaboratively with leaders on a team - all in a remote work environment.