Customer Service Operations Lead
6 days ago
We are looking for an experienced Customer Service Operations Lead to join our team at Keeta. As a key player in shaping the future of customer service operations, you will be responsible for leading, innovating, and optimizing workforce management at scale.
The successful candidate will have 5+ years of WFM experience in a customer service/contact center environment, proficiency in WFM tools, and strong data analytics skills. They will be able to work strategically, analyzing data and trends to develop effective workforce plans.
Responsibilities:
- Forecast & Plan: Use historical data and trends to develop short- and long-term workforce forecasts.
- Scheduling & Real-Time Management: Design and optimize schedules, oversee real-time workforce adjustments, and lead BPO WFM teams.
- Performance Analytics & Optimization: Track key KPIs and drive data-backed improvements.
- Tools & System Management: Implement and maintain WFM tools while exploring automation and AI-driven optimizations.
- Cross-Team Collaboration: Partner with operations, recruitment, training, and tech teams to align workforce strategies with business goals.
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Director of Customer Service Operations
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Customer Service Operations Manager
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Customer Service Operations Manager
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Customer Service Operations Manager
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Customer Service Team Lead
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Customer Service Team Lead
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