Contact Center Operations Manager

hace 1 semana


San José, San José, Costa Rica Smartsheet A tiempo completo
About Smartsheet

Smartsheet is an innovative company that provides cutting-edge solutions for workforce management. We are committed to creating a positive and inclusive work environment that fosters growth and development for our employees.

Job Summary

This role will assist with running long-term and short-term forecasts to generate daily, weekly, and monthly staffing requirements. You will also assist with maintaining a staffing plan that meets operational and support delivery requirements by liaising with the scheduling team.

Key Responsibilities
  • Assist in maintaining a staffing plan that meets operational and support delivery requirements by liaising with the scheduling team.
  • Help achieve operational service level targets on a monthly, weekly, daily, and intraday level through active monitoring of contact center performance.
  • Review and report on key operational metrics on a daily/weekly basis.
Requirements
  • 3+ years of Workforce management experience supporting Contact Center operations.
  • Working knowledge of forecasting methodologies.
  • Experience in schedule creation to meet forecast requirements.
Benefits
  • Fully paid Health & Life insurance for full-time employees and family members.
  • Monthly stipend to support your work and productivity.
  • 12 days paid Vacation + Flexible Time Away Program.

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