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Operations Manager

1 week ago

Cebu City, Central Visayas, Philippines Tech Mahindra Full time

We are seeking a seasoned Operations Manager to join our team at Tech Mahindra.

About the Role

The ideal candidate will have a strong background in Workforce Management (WFM) and proven experience in driving operational excellence in call centers.

Key Responsibilities
  • Develop and execute WFM strategies to align staffing with forecasted demand and business objectives.
  • Analyze historical data, trends, and real-time metrics to create accurate forecasts and staffing plans.
  • Partner with vendors to manage staffing capacity and ensure adherence to Service Level Agreements (SLAs).
  • Monitor vendor compliance with contractual obligations, including staffing, scheduling, and reporting requirements.

In addition to these responsibilities, the successful candidate will be expected to:

  • Oversee scheduling, forecasting, and real-time adjustments to maximize efficiency and customer satisfaction.
  • Manage intraday performance to maintain service levels, adjusting resources as necessary to meet demand fluctuations.
Requirements

To be considered for this role, candidates must possess:

  • A minimum of 5 years of experience in WFM, with a complete background in Real-Time, Scheduling, Forecasting, Capacity Planning, and handling groups of analysts.
  • Knowledge in Contact Center Methodologies with specialization in creating SLA and KPI reports.
  • Able to formulate and implement strategies to improve call handling capabilities.
  • Strong background in CMS Avaya.
  • Ability to create basic call center automation scripts.
  • Excellent analytical skills.