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Global Contact Center Manager
1 month ago
Description:
The Global Command Coordinator will primarily work directly with suppliers to ensure Contact Center staffing obligations are fulfilled.
The selected candidate will monitor, report, and analyze intraday performance by business unit to ensure key performance indicators are met across the Global Enterprise and in an efficient manner. The position will be responsible for monitoring and communicating from a Global Contact Center perspective. This role will utilize workforce management tools and reporting to make decisions regarding staff management at each location to ensure service performance objectives, occupancy, and allocation targets are being met. Communication with supplier management, Business Performance Leads, as well as executive leadership is a key function of the job. The Global Command Center Coordinator is an extension of typical workforce management, with an emphasis on staff management.
This role will help direct the Command Center Analysts in an indirect reporting relationship. Demonstrated ability to develop subordinates’ skills through personal interaction and communication. Displays interpersonal skills necessary to communicate Analyst skill requirements and areas for improvement. Consistently communicate and interact with Analysts to achieve best service possible. Must seek team success through Analyst performance and development.
Additional Skills & Qualifications:
• Bachelor’s Degree or equivalent workforce management experience preferred
• 2-3 years of experience in forecasting, monitoring, and analysis of customer contacts in a contact center real-time environment preferred. Technical or automotive experience a plus
• Highly innovative and creative thinker
• Must possess the ability to analyze trends and act appropriately
• Willingness and ability to adapt to a frequent and fast-pace changes
• Thorough knowledge of NICE IEX WFM (centralized, multi-media, multi-site) preferred but not required
• Comprehensive understanding of contact center metrics
• Proficiency in the following tools are ideal: MS Teams, Skype, SharePoint, Microsoft Word, Microsoft PowerPoint, Microsoft Excel (including knowledge of Macros), IEX, CCPulse, Salesforce, CXOne, DCCM, Global Advisor Application and Siebel
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
