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Recognizable BPO brand in a metro and mid-level WFM role creates moderate applicant competition.
WFM and contact-center forecasting skills are specialized, limiting cross-industry transfer.
Requires specialized WFM and contact-center skills but no explicit years or certifications, so medium strictness.
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Oversee all operational support aspects of the contact center including staffing, scheduling, forecasting, and policy enforcement.
Manage contact center quality issues and support systems implementation across possibly multiple centers.
Lead and supervise a mixed team of Specialists and Support staff with full employee lifecycle responsibility and contribute to tactical and operational decision-making.
Work Experience Required: Advanced experience in contact center operations and workforce management indicated, exact years not specified.
Must have experience in staffing, scheduling, forecasting systems, and policy/procedure management in contact centers.
Experience in managing or supervising teams and coordinating operational activities.
Location or notice period: Not explicitly mentioned in the JD.
Experienced in workforce planning and contact center quality management with leadership skills to manage both specialists and support teams.
Capable of coordinating complex operations and leading development of new solutions and projects within contact center settings.
Comfortable functioning as a single point of contact for complex matters and driving tactical and operational decisions within defined scope.