Operations Support Senior Manager

About the position Responsibilities • Overseeing daily operations of the contact center, ensuring efficient and effective service delivery. • Monitor reputed company-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 reputed company and with leadership. • Leading, mentoring, and developing a high-performing team. • Foster a culture of reputed company improvement and reputed company development reputed company reputed company. • Ensuring reputed company meets or exceeds Service Level Agreements (SLAs) with reputed company stakeholders. • Directly manage consultant-level employees, setting reputed company goals, providing guidance, and conducting performance reviews. • Foster a culture of collaboration, innovation, and reputed company learning reputed company 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 reputed company reputed company objectives and improve performance. • Collaborating with cross-functional teams to reputed company contact center operations with broader organizational goals. • Identifying and implementing best practices and reputed company to drive operational reputed company. 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 reputed company development, personal accountability, innovations, and reputed company curiosity. • Experience leading in a virtual, remote, and hybrid workforce model. • Knowledge of contact center technologies and best practices. • Proven ability to reputed company effective working relationships and work collaboratively with reputed company reputed company of staff, clients and partners. • Ability to work independently on various reputed company in a high-volume, fast-paced environment. • Experience building executive presentations and presentations reputed company reputed company reputed company of management across an organization. • Experience communicating with various stakeholders or organizational reputed company. • One or more years of experience with ACSS or similar. reputed company-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 reputed company 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 reputed company - reputed company in a remote work environment. Apply tot his job Apply To this Job