Call Center Operations Manager

hace 1 semana

San José, San José, Costa Rica Uniform Advantage Brands A tiempo completo

About Uniform Advantage Brands

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We are a growing, global organization with a Shared Services Center based in Costa Rica. Most team members work from home, providing them with flexibility and work-life balance.

We're looking for a talented individual to join our team as a Workforce Management Analyst.

This role plays a key part in gathering business requirements and driving Workforce Management practices across all call center operations.

The goal is to deliver successful forecasting, scheduling, and intraday management support.

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  • Analyzes and determines best time for off-line activities while maintaining service levels">
  • Monitors real-time service levels, queue volume, and agent availability to support service level targets">
  • Realigns resources in real-time to optimize coverage and service level needs">
  • Coordinates staff scheduling requests including swaps, PTO approval, leaves of absence; maintains a balance between employee needs and volume demands">
  • Maintains documentation of root causes of service level disruption for forecasting accuracy">
  • Produces daily, weekly, and monthly reports concerning departmental staffing, budgeting, and efficiency metrics">
  • Provides accurate and timely reports for monthly performance monitoring">
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Requirements

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We're looking for someone with excellent communication, verbal, and written skills, as well as interpersonal skills to effectively listen and communicate recommendations and complex information.

Strong critical thinking and analytical skills are essential, along with results-oriented motivation and ability to multi-task to drive simultaneous projects.

Able to maintain confidential information, prioritize multiple assignments, and meet deadlines with minimal supervision.

Experience with Workforce Management tools, forecasting, and scheduling in an inbound contact center setting is required.

Knowledge of contact center metrics, agent behavioral trends, and other factors affecting queue and adherence reporting is also necessary.

Benefits

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We offer a range of benefits, including private medical insurance, life insurance, employee assistance program, continuous remote work, paid vacations, holiday pay, social security coverage, workers' insurance coverage, referral program, regular recognition, social activities, and events.

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