DatamanUSA is looking for a Operations Manager for our direct client based in HI. This is a great opportunity for someone who is a quick learner with excellent people skills.
Job Details:
Job Title: Operations Manager
Location: Honolulu, HI
Duration: 12 months
Key Responsibilities:
*) Forecast call volume, channel demand, and staffing requirements using historical trends, seasonality, queue behavior, and service targets.
*) Build schedules, monitor intraday adherence, and recommend staffing adjustments using operational performance data and business priorities.
*) Coordinate leave, training windows, off-phone activities, and staffing exceptions with operations and management teams.
*) Deliver service level, occupancy, shrinkage, staffing utilization, and staffing performance reporting through approved planning and reporting tools.
*) Analyze queue performance, workload distribution, operational trends, and service outcomes using Google CES CCaaS / CCAIP reporting, BigQuery, Looker, and Microsoft Excel.
*) Partner with Call Center Manager, Trainer, Project Manager, and Business Analyst roles to align staffing, training windows, process updates, and service-level objectives.
Required Qualifications
*) Experience with workforce management tools, forecasting models, queue analytics, and Call Center planning.
*) Strong Excel, reporting, and analytical skills with the ability to interpret data from Google CES CCaaS / CCAIP, BigQuery, and Looker.
*) Ability to translate operational metrics into staffing, scheduling, and process recommendations.
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