Address
Form of work
SalaryGENERAL DESCRIPTION:
Principal liaison on the capacity planning efforts for the company Call Centers, managing successful business performance through improving decisions that have a direct impact on the operational and outcomes, while leading the quality strategy of the Call Centers. Responsible for the forecasting and stewarding of workforce requirements, business analytics, and strategic partnership with any delegated vendor that supports the operation. Accountable for ensuring that the Call Center’s operations are in line with the company’s quality standards, developing and maintaining internal support, and creating and overseeing the strategies to improve KPIs. Prepares and presents executive reports that reflect the internal Call Center team and support unit’s performance giving visibility to the management.
ESSENTIAL FUNCTIONS:
- Collaborate with the Operations Management Call Center, implementing best practices for overall as measured by KPI’s.
- Leads with workforce management in the analysis and overall, of the brand, region, capability, and craft workforce planning.
- Acquire extensive expertise within our industry, by examining trends and evaluating anticipated business performance. Forecast and oversee the Full-Time Equivalent (FTE’s) performance metrics. Develop and maintain tools and reports to aid in capacity decision-making for the team. Create executive reports and give visibility to the management about the Call Center's main KPIs performance and strategies.
- Monitor and oversee current operations and performance, adjusting to enhance ongoing planning and execution. Recommend optimal business strategies based on historical performance, analytics, and analyses based on the situation, and make recommendations to the management for continuous improvement and risk mitigation. Advise and consult with delivery and finance management on long-term and short-term workforce strategy.
- Responsible for mitigating, reporting, escalating, and documenting any outlier that will affect the daily operation metrics.
- Enhance cross-functional collaboration between Call Center teams.
- Leads the design of automated and standardized reports with principal KPI’s, giving visibility to the operational management, including action plans and mitigation plans.
- Establish strategic planning by overseeing the capacity planning, analyzing departmental processes, and developing initiatives to optimize Call Center operations.
- Ensures that Call Centers are aware of legal requirements and that work processes are adapted to meet those requirements.
- Collaborate with the company operations teams to provide dynamic responses to evolving client needs and requests volume spikes and program changes.
- Improves the service metrics, KPI’s, reporting, and dashboard infrastructure to ensure the proper service excellence measurement according to our corporate goals.
Supervises, monitors, trains, evaluates, and corrects personnel among others to comply with his/her role as a supervisor, to assure that his/her personnel fulfill their work plan and comply with their essential functions and that they behave following the policies, standards, norms, and procedures of the Company.
Education and Experience:
Bachelor’s degree in Business Administration, Business Analytics, Finance, or Marketing. At least seven (7) years of previous experience in management of Call Center Operations. At least three (3) years of experience in the supervision of staff.
Certifications / Licenses: CCXP preferred. Other: Advanced knowledge of Excel.
Languages:
Spanish – Advanced (comprehensive, writing and verbal)
English – Advanced (comprehensive, writing and verbal)
Job Type: Full-time
Salary: From $120,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Relocate:
- San Juan, PR: Relocate before starting work (Required)
Work Location: In person
