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Remote, metro MNC role with known brand and moderate specialization yields medium applicant competition.
Specialized contact-center WFM, vendor management, and adherence expertise limits cross-industry fit.
Requires 8+ years, specific WFM tools, and global contact-center experience, enforcing strict filters.
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Lead global real-time adherence operations across multiple channels (voice, chat, back-office) including both in-house and vendor call centers.
Manage a team of Real-Time Adherence Coordinators to ensure optimal intraday performance, agent adherence, and capacity utilization.
Develop and execute real-time adherence strategies to improve service levels, operational efficiency, and deliver actionable insights through reporting and analytics.
Bachelor’s degree in Business Administration, IT Management, Operations Management, or related field (or equivalent work experience). Master’s degree preferred.
8+ years of experience in operations and/or technology with demonstrated results in Workforce Management, Real-Time Adherence, or Contact Center Operations.
Proven experience managing global operations across multiple time zones and regions including in-house and outsourced/vendor call centers.
Proficiency in Workforce Management tools (e.g., Verint or similar), data analysis tools (Excel, SQL, Power BI/Tableau), and expertise in intraday management, forecasting, and scheduling.
Experienced leader capable of managing and developing cross-functional teams globally within matrixed, international environments.
Strategic thinker with proven success in aligning stakeholders and driving unified focus on operational adherence and capacity utilization.
Skilled in decision-making under pressure to meet service level agreements and enhance operational outcomes using data-driven insights.