The Senior Manager Call Center Operations will lead the shared services WFM (Workforce Management) organization working cross-functionally with internal partners at multiple levels to provide support and analytics to the GreenSky call center environment. Manages call routing for Contact Center sites in Atlanta, GA and Crestview Hills, KY to ensure an efficient workload and workforce balance while supporting the organization’s vision, mission and customer access strategies. Serves as a liaison and contact for supporting internal and external vendor relationships. Manages professional employees and/or supervisors, and may manage business support/technical staff. Accountable for timely and accurate company-level reporting and compliance activities. Develop and maintain forms and dashboards to support operational execution.
Lead the workforce planning team. Provide support and guidance to the team to support forecast accuracy, schedule efficiency and success day-to-day management of the contact center’s performance. Build knowledge and technical skills in the WFM software so that proficiency is increasing over time.
Lead a team of contact center specialists who are responsible for reporting, participating on project teams, and internal database support for all areas in the Contact Center. Ensure they are successfully prioritizing work and meeting deadlines and deliverables. Provide support and insight on projects and have an understanding of programing/automation to provide assistance on their projects and solutions development.
Works with all Contact Center Managers in the design, development and implementation of procedural and automated solutions to enhance customer services and the performance and effectiveness of our call centers. Coordinates projects crossing multiple units and/or call center groups.
Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent related experience preferred.
Experience: 4 - 6 years or Associates Degree equivalent plus 6 - 8 years.
Experience with a WFM software solution including design, administration, forecasting and scheduling is required.