Job Description:

Jobtitle:              Call Center Operations Manager III Department:      GCSS
Reports to:          Director

Call/Contact Center Operations Support for the Commercial Tech Support business in Southern EMEA, Central EMEA, and EMEA Emerging Markets (as part of a Global Organization).  Lead team members from several sites to achieve the following:

1) Service Level Attainment: 
* Support the business to achieve Service Level goals through improved scheduling, real-time management and tool implementation.
* Identify Service Level challenges, find root causes, drive action plans
* Schedule Call Center Agents versus call pattern & training/holidays needs
* Real Time support using Service Level Lever process when needed
* Optimise training sessions to ensure agents are rightly skilled - weekly SPOC/L&D reviews
* Ensure the Bank Holiday/Sepcial events is efficient, liaise with Telecom to anticipate - no bank holiday issues
* Lead Interlock Meetings between CCO, Tech Support, HR, L&D, etc driving strong engagement to ensure business coordination and to understand critical Business expectations  2) Cost Efficiency: Productivity/Site Optimisation/Program Support
Take care of Internal/External Customers while ensuring (COMPANY NAME) Business is protected by effectively managing activities that impact our Business
Productivity: 
* Identify challenges/opportunities to improve Productivity (e.g. outages, handle time, etc.) and drive action plans
* Track/Challenge Time Utilisation with internal Customers and push to reach Capacity targets  Site Optimisation: 
* Ensure optimised staffing versus Productivity and Forecast adherence within Finance budget
* Drive headcount requests decision/approvals with Tech Support/Finance/Human Resources/Capacity Planners
* Suggest agents reallocation when needed to optimise TS organisation based on Service Level, Productivity, etc. findings
* Be an active participant on Site/Queue transitions to minimize impact to customers
* Actively work in an ISO way to maintain certification - anticipate issues/send dash/drive action plans  Program Support: 
* Support new program launches as needed (e.g. Delta roll out - training schedule/AHT optimisation tracking)
* Support any new Global CCO Program launch
* Successfully implement all necessary actions to integrate EMEA Emerging Countries in CCO scope  3) Winning Culture/People Engagement 
* Ignite the passion in the teams through transparent communication , and Winning Culture tower activities. Global Mindset

Candidate Requirements:

Key qualifications include

* English communications - Ability to effectively communicate in English both verbal and written (as part of a global organization)
* Analytical skills -ability to analyze data, identify opportunities, and to summarize/simplify the pertinent results for senior management and the GCCO team. 
* Drive for Results - Improve performance in all areas of the balanced scorecard - increase revenue, reduce costs, optimise customer satisfaction.
* Interpersonal Skills - Effectively manage relationships with senior management, internal clients and own teams, to the highest standards of integrity and professionalism.
* Process Improvement/Problem Solving - Identify opportunities for implementing changes to processes, systems and infrastructure, managing significant levels of change into the operation.
* Influence Skills - Effectively influence key decision-makers to take advantage of opportunities to improve the business/improve service provided to our customers.
* Inclusive - Think globally, value diversity, collaborate, and consider the impact as a leader in support of several sites and as a part of a global organization
* Decide/Command Skills - Contribute and take action as part of the Tech Support Leadership Team and the GCCO Leadership Team.
* Develop Others - Develop Team Members and position them for future opportunities particularly as a pipeline of talent within the GCCO team.
* Remote Management/Leadership - Ability to manage direct reports in locations outside of your own as well as internal customers in different locations. Ability to work with your manager who will be in a different time zone/region