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Tier-1 BPO brand, metro location, and broad, visible contact-center operations role increase candidate competition.
Skills are contact-center-centric (WFM, forecasting, scheduling), limiting transferability across unrelated industries.
No explicit years but domain-specific WFM and contact-center experience likely required, raising selection filters.
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Oversee all operational support aspects of one or multiple contact centers, including workforce planning, staffing, scheduling, forecasting, and policy implementation.
Manage contact center quality initiatives, support systems, and may oversee training programs across the center(s).
Lead, supervise, and coordinate a mixed team of specialists and support staff with full employee lifecycle responsibility and contribute to tactical and operational policy/process decisions.
Advanced knowledge and experience in contact center operations management.
Work Experience Required: Not explicitly mentioned in the JD.
Ability to manage and coordinate multiple teams and complex operational tasks.
Not explicitly mentioned in the JD: specific degree, notice period, or mandatory technical skills.
Experienced in managing multiple contact centers or large-scale contact center operations with complex workforce planning.
Operates at a tactical and operational decision-making level with the ability to lead projects and develop new solutions.
Capable of directing teams, sharing best practices, and being a single point of contact in complex matters.