Senior Manager - Business Operations
Greater NYC Area
11 hours ago
Analyze real time and historical performance metrics to maximize efficiency and mitigate issues;regularly report out on operational KPIs and SLAs.
Combine qualitative and quantitative insights to launch initiatives that will improve processes for Operations teams.
Partner with Product, Marketing and Business Intelligence teams to implement changes to market segmentation, workflows, and incentive systems.
Evaluate contact center data to identify trends that signal opportunities, challenges, and risks and recommend actionable processes and tactics.
Create workforce management plans including forecasting, scheduling, tracking, monitoring and reporting daily and monthly statistics; track progress of teams and individuals against targets.
Develop relationships with senior stakeholders on other teams, addressing concerns and removing roadblocks to drive projects forward.
Manage special projects as needed.