Operations Supervisor

2 weeks ago


New Bern, North Carolina, United States Bosch Group Inc Full time
Job Title: Operations Supervisor

**Job Summary:**

We are seeking an experienced Operations Supervisor to lead our Customer Support Operations team. The successful candidate will be responsible for managing all operational planning requirements, ensuring staffing coverage, and monitoring KPIs for the Contact Center.

Key Responsibilities:

  • Lead a small team of analysts and manage all operational planning requirements
  • Ensure staffing coverage and manage FTE tracking, holiday planning, and absence levels for the Contact Center
  • Monitor and analyze daily reports to drive continuous improvements
  • Optimize operational efficiency through creative thinking, process improvement, and system enhancements
  • Partner with internal stakeholders to capture requirements, set expectations, and define success

Requirements:

  • Two-Year College/Associates Degree required
  • Bachelors Degree preferred
  • 3-5 Years Supervisory role required
  • 3-5 Years Resource Planning required
  • Extensive knowledge of WFM technology and methodology, planning, forecasting, and resource optimization within a Contact Center

Preferred Qualifications:

  • Advanced knowledge of telephony configuration, routing, skills-based routing, and call management technology
  • Advanced knowledge of CMS Supervisor
  • Excellent analytical and problem-solving skills, with the ability to clearly articulate issues and propose recommendations

What We Offer:

  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • A dynamic and supportive work environment

How to Apply:

Please submit your application, including your resume and cover letter, to [insert contact information].


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