Operations Manager
Operations Manager
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Job Description
- A minimum of 5 years of experience in leading or managing contact centre operations including workforce planning.
- Demonstrated experience in continuous improvement or projectdriven environments.
- Indepth knowledge of project and change management methodologies such as Lean Six Sigma or Agile.
- Experience in both inbound and outbound contact centre environments with exposure to omnichannel digital solutions.
- Strong understanding of contact centre KPIs technologies and key business drivers.
- Proven analytical skills with the ability to link workforce planning to financial outcomes.
- Excellent verbal and written communication abilities.
- Ability to work collaboratively in team settings.
- Strong organizational and time management capabilities.
- Competency in working with individuals from diverse cultural backgrounds.
- A resultsoriented approach with a positive mindset.
- Experience in outbound calling strategies and automated dialer technology.
- Experience in an online or digitalfocused environment.
- Familiarity with Genesys or NICE platforms including workforce management tools.
- Experience managing global multisite contact centre operations.
- Knowledge of international education and customer experience for students studying abroad.
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Employment Type
Full Time
