Senior Manager, Workforce

We are looking for a Senior Manager who will act as primary collaborator with the Director overseeing the strategic initiatives and growth opportunities as well as the daily management of the team.

A successful candidate will support their team in building strong relationships and building a fluid bridge between operations and worldwide analytics promoting transparency, accountability, and collaboration with internal customers.

Qualifications:

Bachelor’s degree required, any field.
5-8 years experience in scheduling, forecasting or capacity planning in a call / contact center environment with advanced utilization data analysis and telephony system tools.
minimum 5 years leading a team in an Operations and/or Support environment.
Knowledge:

Long term working knowledge of Capacity Planning Forecasting and Scheduling, Reporting and Real-Time Analysis / Monitoring.
Thorough understanding of Call Center Operations and how to drive efficiency without sacrificing quality and company culture.
Thorough understanding of merchant acquiring business and its life cycle.
Understanding the financial tie into reporting and Capacity planning.
Skills:

Thorough knowledge of telephony tool (Phone and Reporting), preferably Avaya.
Ability to design and develop a wide range of comprehensive analytics reports such as performance measures, staffing issues, shrinkages, all other statistics in required by operations.
Versed in Google Document knowledge (sheets, slides and docs).
Effectively prioritize multiple demands.
Advanced knowledge in call center traffic modelling such as Erlang.
Advanced knowledge with Avaya CMS, OR SIMILAR TOOL/SYSTEM.
Advanced knowledge with IEX NICE, OR SIMILAR TOOL/SYSTEM.
Strong interpersonal and leadership skills.
Benefits:

HMO w/ 2 Free Dependents
Retirement Plan
Performance Bonus
Annual Appraisal
Life Insurance
Birthday leave
Core leave
20% Night Diff.
Sleeping Quarters
Unlimited coffee / milo in pantry
Free use of GYM Facilities