• Review the reporting of workforce planning strategy through local workforce teams and plan accordingly.
• Oversees forecast of call volumes, analyze historical call volume; project budgetary expenses, determine future costing.
• Oversees necessary projects that are required from a telecom perspective and ensures successful implementation.
• Facilitates the development and implementation of goals and performance standards.
• Manages processes and projects that are aligned directly to operational goals and budgets.
• Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches.
• Establishes objectives, schedules, and cost data of business function being managed.
• Sets integration priorities, develops growth strategies, and manages resources for new business opportunities.
• Oversees the analysis of call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals
• Other duties as assigned.
Internal Customers Helpware Leadership Team, Operations and Ops Support Team Members External Customers Clients, their representatives and Vendor Partners/Providers Education Bachelor’s Degree in any course, preferably Business or Business Management. Required Certification None Work Experience Required 5+ years of management experience. Strategy development and identifying and implementing process improvements, creating and presenting to Sr. Management, People Management, strong analytical background. Required 7+ years of experience at manager level in a contact center environment, with at least 3 in workforce management. Call management system experience Technical Skills Expertise on call center operations, financial management and organization required. Proficiency with MS Office applications or Google Suite Applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Nice, Verint, Blue Pumpkin, etc.). Other Skills Client relations. Leadership and people-management skills. Project management skills. Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence. Excellent financial, planning, organizing and coordination skills; Adaptive to changing work schedules and working hours. Active listening skills. Operates with minimal supervision. Customer focus. Time Management and Multi-tasking skills. Detail-oriented, Analytical, Problem-Solving and Decision-Making skills. Presentation Skills.
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What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
