Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients
Job Summary
Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients.
Leads a team of workforce support leads and analysts that are responsible for forecasting, planning, scheduling and staffing recommendations working closely with the business leaders for each client.
Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms.
Matching Summary
Oversees the day-to-day operations of the contact center operations Workforce Management team supporting multiple clients.
Skills & Requirements
Must-have
contact center operations
forecasting, planning, scheduling, staffing
client relationship management
contact center technology launches
reporting requirements execution and delivery
Nice-to-have
champion of transformation
Listen, Learn and Act philosophy
inclusion, employee development and satisfaction
Key Requirements
Bachelor's degree or equivalent combination of education and experience
Nine or more years of workforce management experience
Five or more years of leadership, management and supervisory experience
Expert/Guru competency in telephony systems and associated software
Expert/Guru competency in Word, Excel and PowerPoint
Expert/Guru competency in data management concepts