Overview
POSITION SUMMARY STATEMENT:
The Contact Center Operations Manager II leads a team, focusing on ensuring on-time and accurate delivery of team goals. This role coordinates with other cross-functional teams to ensure delivery. Expertise on multiple Contact Center Technology platforms for the Global organization; provides support, architecture, training guidance, and leads release management throughout the environment globally. Ability to collaborate with diverse business & IT teams internationally to seek & deploy the best solution for each country.
DETAILED RESPONSIBILITIES/DUTIES:
- Manages a team (5+) in Contact Center Operations
- Lead Contact center engineering team to build and refine estimates for proposed or assigned work and capability to be delivered by their area
- Define, track, and report delivery commitments, including description, date, and dependencies, to the project managers and other stakeholders
- Manage the life cycle for each technology owned by the team, and factor this information into estimates, commitments, and roadmaps
- Know and manage the TCO (Total Cost of Ownership) for any technology or applications owned by their team
- Manage the architectural and related documentation for each technology owned by the team, ensuring that the documentation is current adequate
- Manage and develop the talent on their team, including engagement, well-being, refining, and execution, with the goal of building and maintaining a high-performance team
- Ensures team delivers high quality, accurate, viable, and reliable products
- Coaches, guides, and provides mentorship to team
- Works closely with other cross-functional teams to enable team productivity
- Coordinates and supervises creation of team deliverables
- Escalates risks and resolves issues to enable team delivery
- Leads a team of Contact Center engineers
- Lead Change Management processes for Contact Center Technology
- Manages and develops cross departmental relationships
- Leads hands-on support in order to troubleshoot, diagnose, and resolve business impacting contact center service outages globally.
- Participate in 24/7 on-call rotation to support production of the contact center globally.
- Develop, document, implement procedures to streamline support and design efforts.
- Assist business in contact center design & implementation to best utilize the product suite and recommends appropriate courses of action to developers/technicians, and management on technical and infrastructure issues
- Recommend proactive courses of action to maintain cost effectiveness and competitiveness
- Proactively assists in defining direction for future technology, infrastructure or architecture projects
- Works with other regional teams to ensure technology process and support integration
- Manage cross functional projects between various organizations
- Provide leadership and serve as a technical resource for the team.
- Train and develop new processes
- Must have current/valid passport
- Ability to travel domestically/international up to 15%
Qualifications
QUALIFICATIONS:
Skills:
Required
- Strong attention to detail, problem-solving skills, and verbal/written communication with both technical and non-technical audiences
- Extensive knowledge of Contact Center Technology and methodology
- Expert in Contact Center Operations
- Understand Contact Center CRM and external application integration
- Provide technical architecture leadership, analysis, design, development, and enhancement
- Ability to manage a team
- Ability to deliver results and manage performance of teams
- Ability to develop and motivate others
- Fluent in English
- Extensive practical knowledge of all layers of the OSI network model
- Applied expert knowledge of contact center environments and applications.
- Applied knowledge of WAN and LAN technologies
- Experience in designing, planning, and implementing contact center solutions.
- Must have good verbal, written, interpersonal, and presentation skills
- Must be able to work constructively in a team environment
- Ability to solve practical problems and carry out responsibilities under general to minimal supervision
- Ability to organize workload for effective implementation
- Strong customer and results orientation
- Ability to interact effectively at all levels with sensitivity to cultural diversity
- Ability to function as an effective team member
- Ability to adapt as the external environment and organization evolves
Preferred
Experience:
Required
- 7+ years experience in Contact Center Operations or related field
Preferred
- Prior experience leading teams
Education:
Required
- BA or BS in Information Technology or equivalent experience
Principles & Related Competencies:
Ethical
- Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.
Leader
- Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate.
Collaborative
- Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate.
Looks Beyond Oneself
- (Team Leader) Demonstrates humility through servant leadership by thinking about what can I do as a leader to help you achieve your goals; Develops a vision (strategy) and sets goals and targets, fostering an environment which encourages achievement; Inspires and influences people to work together cohesively and enthusiastically engages with them; Welcomes a diversity of backgrounds and ideas; Values Distributors and teammates.
Drives Innovation
- Add value through: Driving opportunities for all 3 types of innovation (incremental, evolutionary or disruptive); Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Celebrating and learning from failures and successes, willing to experiment and take educated risks making decisions based on facts & data; Welcoming other's ideas and suggestions and acting on them.
Delivers Change
- Delivers Change Through: Experiencing and leading change; Understanding Herbalife Nutrition's business; Creating a sense of urgency for delivering business benefits; Flexibility and openness to change.
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