Global Optimization Leader for Call Management
hace 4 semanas
We're seeking a skilled Global Optimization Leader to join our team and drive excellence in call management. In this role, you will lead a team of professionals responsible for optimizing call center operations and ensuring seamless customer experiences.
This is a fantastic opportunity to leverage your expertise in call center planning, forecasting, and real-time management to drive business results and improve operational efficiency. If you have a passion for delivering exceptional results and are committed to excellence, we'd love to hear from you
About the Role:
The successful candidate will be responsible for developing and executing short-term strategies and staffing plans to drive performance across our contact centers and back-office teams. This involves working closely with cross-functional teams to identify opportunities for improvement and implementing process enhancements that drive business outcomes.
Key Responsibilities:
- Develop and execute short-term strategies and staffing plans to optimize call center performance
- Collaborate with cross-functional teams to identify areas for improvement and implement process enhancements
- Lead a team of GOCM Team Leaders and Analysts to exceed departmental goals
- Foster a culture of diversity, equity, and inclusion within the team
Requirements:
- At least two years of proven leadership experience managing global teams in large, multi-site/multi-media call centers
- Strong understanding of call center planning processes, including forecasting, capacity planning, scheduling, and real-time management
- Excellent analytical and problem-solving skills, with ability to communicate complex ideas effectively
- Ability to work under pressure and manage multiple tasks with minimal supervision
What We Offer:
We offer a competitive salary range of $140,000 - $180,000 per annum, based on experience and location. Our comprehensive benefits package includes medical, dental, and vision coverage, as well as retirement savings options and paid time off. Additionally, you'll enjoy opportunities for career growth and professional development, as well as a dynamic and inclusive work environment.
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