Responsibilities:

📍Workforce management including: time cards, scheduling, and headcount management 📍Recommend appropriate solutions based to scale the team responsibilities 📍Lead local shift managers and coordinate with global team leaders 📍Identify and improve operational inefficiencies 📍Collaborate with the global operations teams, legal, office management, and security to ensure compliance with company and local policies 📍Manage multiple tasks and navigate various systems during client interactions 📍Coach and develop team members through targeted training, feedback, and performance reviews 📍Design and manage schedules to ensure seamless coverage and service continuity 📍Foster a positive, accountable, and growth-oriented team culture 📍Develop and empower supervisors and team members to achieve performance targets through coaching, training, and recognition 📍Foster a proactive, high-performance team culture focused on continuous improvement and customer satisfaction 📍Translate strategic direction and goals from the director into actionable plans for the Operations team

Minimum Qualifications:

📍High School Diploma, GED, or equivalent required 📍Minimum 12 years of experience in a contact center or financial services environment 📍Minimum of 5 years of contact center workforce management experience 📍Proficiency in Google applications (Sheets, Docs, Slides) 📍Experience with key metrics reporting 📍Strong communication skills and a dependable team-player attitude 📍Ability to adapt quickly to new information and changing environments 📍Passion for delivering excellent client service with integrity and a proactive approach

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