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Protocol Intelligence
Data-driven signals on your job's competitivenessStrong employer brand, remote role, metro location, and broad multi-skill requirements increase applicant competition.
Role is domain-specific to contact center WFM but transferable across BPO and enterprise operations.
Explicit 8+ years, WFM proficiency, vendor management, and SQL/BI requirements enforce strict screening.
Job Description
Structured overview of role & requirementsAbout This Role
Lead and coach a global team of Real-Time Adherence (RTA) Coordinators across multiple call center channels and time zones to optimize intraday performance and agent adherence.
Oversee real-time operational metrics including service levels, staffing adjustments (PTO, OT, VTO), and capacity utilization across voice, chat, and back-office environments.
Collaborate cross-functionally to implement strategic initiatives, drive process improvements, and deliver actionable reporting and analytics to improve global consumer operations.
Minimum Requirements
Bachelor’s degree in Business Administration, IT Management, Operations Management, or related field (or equivalent experience). Master’s degree preferred but not mandatory.
8+ years in operations and/or technology with proven experience in Workforce Management, Real-Time Adherence, or Contact Center Operations managing global teams and vendor partnerships.
Proficiency in Workforce Management tools (e.g., Verint) and analytical tools such as Excel, SQL, or BI platforms (Power BI/Tableau preferred).
Experience managing multi-channel service environments across multiple international locations and working in matrixed organizational structures.
Ideal Candidate Profile
Experienced leader capable of managing and aligning globally distributed teams including in-house and vendor call centers across multiple continents.
Strong operational strategist with proven ability to execute real-time adjustments and process improvements to meet KPIs like Service Level, Adherence, and Occupancy.
Data-driven decision maker skilled in real-time performance monitoring, vendor management, and influencing cross-functional stakeholders in complex environments.