Call Center Business Operations and Planning Director in Colorado Springs, CO at WOW!

Date Posted: 9/25/2019

Job Snapshot

Job Description

Director, Call Center Business Operations & Planning



The Director, Call Center Business Operations & Planning leads the Business Operations Team supporting the Sales, Care and Dispatch call center operations and is responsible for Command Center functions, analytics, workforce forecasting and resource planning, initiatives budgeting and operational strategy that ensures all business unit objectives and corporate goals are met.



Duties and Responsibilities:



Essential duties and responsibilities include but are not limited to those listed below:




  • Oversees the National Command Center and local Resource Management departments in both Colorado Springs and the Augusta call center as well as coordination with BPO partner(s) to ensure accurate scheduling/forecasting needs are being addressed

  • Provides strategic overview of scheduling/forecasting metrics to ensure that budget is optimized

  • Works in strategic partnership with senior leadership to ensure call centers goals are meeting and/or exceeding set expectations

  • Establishes and maintains optimal scheduling requirements for all locations

  • Manages the capacity planning and space utilization for all locations

  • Leads all call center analytics operations, development and implementation strategies for effective data analysis and reporting

  • Reviews call statistics and reports from a variety of sources such as inContact platform, Avaya WFO Forecasting and Scheduling, CTI and IVR applications

  • Monitors contact statistics for Dispatch Support operations and ensures proper alignment of staffing to maintain adequate support to Field Operations

  • Responsible for accuracy of all operational statistics, analytics and summary staffing reporting

  • Manages the configuration and maintenance of Work Force Management applications and web link tools; IEX and Mobi

  • Responsible for the preparation of annual, monthly and quarterly forecasts for WOW's multiple call centers and external outsource centers

  • Responsible for working with the call center finance team to meet the annual and monthly budgetary requirements which includes the facilitation of scheduled forecast review meetings and presenting future projections to our senior team

  • Responsible for supervision and delegation of tasks to the Resource Management Specialists, Reporting and Business Analysts and performs effective interaction with all levels of employees in a call center environment

  • Manages the performance and workloads of the RM teams in Colorado Springs and Augusta

  • Performs other duties as assigned



Qualifications:



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



-Education:




• Bachelor's degree in a relevant business field or an equivalent combination of both education and experience


-Experience/Skills Needed:




  • 8+ years' experience in a call/contact center operations role required

  • 5 years previous leadership experience, 8 years leadership preferred

  • 2-3 years' experience scheduling and forecasting for a multi-site call center network is strongly preferred

  • Demonstrates effective relationship building, problem solving, negotiating, goal setting and Call Center/Service Level analytics

  • Demonstrates exceptional critical thinking and analytical skills

  • Must be very detail orientated, and able to multitask efficiently

  • Must possess the ability to work independently, and adapt work schedule to the needs of the department

  • Must possess excellent communication skills (both verbal and written), with proven ability to communicate effectively with all levels of employees

  • Must be able to present information to all levels of employees, in both informal and formal meeting settings

  • Must be able to perform advanced mathematical functions, and translate those functions into appropriate calculations for use in reporting

  • Must possess the ability to analyze advanced problems and reach the appropriate resolution

  • Must have proven leadership skills and experience in managing a small team of employees



-Computer Skills:




  • Must possess excellent computer skills, with proven ability to learn new applications while displaying a high level of proficiency in Microsoft Office (Word, Excel, PowerPoint and Access) is required with an emphasis on advanced Excel skills; familiarity with GSuite a plus

  • Experience with MS Access, SQL and ODBC is preferred

  • Must possess strong computer aptitude

  • Experience with Verint F&S, Avaya WFO, IEX or similar forecasting and scheduling software strongly preferred



-Physical Demands/Working Conditions:



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.




  • Must be able to perform computer functions and operate routine office equipment

  • Occasional travel may be required; to field or outsourced center locations

  • Regularly required to talk and hear

  • Required to use hands to type, handle objects and paperwork

  • Required to use close vision and be able to focus



WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employertity employer

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