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Job Details

Skills

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.

Summary

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10109429
Position Id: DatamanUSA - 9182-9188-1784213599
Posted 1 day ago

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Operations Manager

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