Contact center

Role Overview: You will play a crucial role as a Contact Center Operations Manager at one of the Weekday's clients, focusing on ensuring efficient and effective customer engagement through inbound, outbound, and digital channels. Your responsibilities will include leading operations across multiple teams, monitoring performance metrics, service level agreements (SLAs), and quality assurance processes. This position requires you to be a proactive leader with strong analytical, problem-solving, and interpersonal skills to manage people, technology, and processes seamlessly. Collaboration with senior management to design and implement strategies for productivity enhancement, customer satisfaction, and overall operational efficiency will be essential. Key Responsibilities: - Lead and manage end-to-end contact center operations, ensuring high performance in both inbound and outbound functions - Develop, implement, and monitor operational processes, SLAs, and KPIs to achieve service excellence and meet business objectives - Manage workforce planning, forecasting, and scheduling to optimize resource utilization - Identify performance gaps and drive process improvement initiatives to enhance efficiency and reduce operational costs - Implement customer service strategies to maintain consistent and positive customer experiences across all channels - Oversee quality assurance programs to ensure adherence to company policies and customer service standards - Collaborate with technology teams to enhance CRM tools, telephony systems, and automation workflows - Analyze operational data to identify trends, customer pain points, and areas for improvement - Provide regular performance reports and insights to senior leadership for informed decision-making - Coach, mentor, and develop team leaders and agents to foster a high-performance, customer-focused culture - Manage escalation handling and ensure timely resolution of complex customer issues - Coordinate with cross-functional departments such as HR, Training, and IT to support smooth operations - Ensure compliance with all regulatory and organizational guidelines in customer interactions and data management Qualifications Required: - Minimum of 5 years of experience managing or supervising contact center operations, preferably in a large-scale or multi-channel environment - Proven ability to manage high-performance teams, achieve SLAs, and drive service excellence - Strong understanding of contact center technologies, workforce management systems, and CRM tools - Excellent leadership, communication, and interpersonal skills with the ability to motivate and guide teams - Analytical mindset with expertise in using data and performance metrics to make informed operational decisions - Demonstrated success in implementing process optimization, customer experience improvement, and cost-reduction strategies - Hands-on experience with Omnichannel customer engagement models, including chat, email, and social media support - Ability to work in a fast-paced, target-driven environment while maintaining a high level of quality and compliance - Strong problem-solving, decision-making, and conflict-resolution abilities - Passionate about delivering outstanding customer service and fostering a culture of accountability and excellence,