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Remote posting, metro location, and recognizable global brand increase applicant density.
Role requires specialized WFM and contact-center expertise, limiting transferability across unrelated industries.
Mandatory 8+ years, WFM tool expertise, global vendor management and BI skills create strict filters.
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Oversee global real-time adherence operations across in-house and vendor call centers covering multiple communication channels (voice, chat, back-office).
Lead and develop a team of Real-Time Adherence Coordinators to ensure optimal intraday performance and agent adherence globally.
Collaborate cross-functionally to monitor performance, optimize capacity utilization, deliver detailed reporting, and implement strategic initiatives driving operational efficiency.
Bachelor’s degree in Business Administration, IT Management, Operations Management, or related field (or equivalent experience); Master’s preferred.
Minimum 8+ years experience in operations and/or technology with demonstrated success in Workforce Management, Real-Time Adherence, or Contact Center Operations.
Proven experience managing global operations across multiple time zones, with in-house and outsourced/vendor call centers.
Proficiency with Workforce Management tools (e.g., Verint), data analysis tools (Excel, SQL, Power BI/Tableau), and multi-channel environments.
Experienced leader who can manage and develop global teams in matrixed, multi-regional environments involving Operations, Technology, and Vendor Management.
Strong analytical and strategic thinker with ability to monitor real-time KPIs and drive operational improvements focusing on service levels and capacity utilization.
Skilled collaborator able to build alignment across diverse stakeholders and communicate effectively with senior leadership.