Operations Support Manager

hace 2 semanas

Bogota, Colombia IntouchCX A tiempo completo

**About IntouchCX**

IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

**About the Job**

Are you looking for an exciting new challenge? IntouchCX is looking for you

As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for customer care excellence, both internally and within the BPO industry.

**As Operations Support Manager, You Will**
- Manage the Real Time Analyst team to drive Service Level, Utilization, Adherence, and Shrinkage to expected levels
- Build strong partnerships with all support groups such as Workforce Management, Human Resources and Facilities with our client's strategy in mind
- Manage partner requests regarding real-time activities and staffing adjustments
- Evaluate and communicate data in a clear, concise manner to Workforce Management and Operational leadership teams
- Use industry knowledge to develop leadership training at all levels
- Manage incentive and operating plans to achieve monthly goals
- Oversee and help manage staffing, training and recruiting
- Manage internal and external reporting; daily, weekly, monthly, ad hoc
- Deliver training and development on our values and mission
- Effectively manage individual work streams and communicate recommendations to partners
- Ensure consistency, quality and timeliness of deliverables for assigned projects
- Partner with Operations to develop strategies to create a strong culture and drive performance

**Requirements**:
**As Operations Support Manager, You Have**
- Post-secondary diploma or degree with a major in Business or related field
- A minimum of 5 years of experience in the contact center industry
- 3 years of experience in contact center leadership, including cross-functional teams/groups
- Experience in client relationship management and front-line supervisor development
- Strong communication skills; listening, verbal and written
- Excellent organizational and time management skills
- Experience with maintaining and developing operational statistics, financial management information and results reporting
- Previous experience using WFM tools (Aspect, Avaya, etc.)
- Experience with Workforce Management
- Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws._

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