Oversee daily contact center operations, ensuring KPIs (Service Level, AHT, Occupancy, Adherence) are met and continuously optimized.
Identify and reduce non–value-added work, leveraging automation and predictive tools to improve efficiency.
Lead continuous improvement initiatives to streamline workflows through integration of AI-enabled forecasting, scheduling, and analytics systems.
Partner with cross-functional teams to standardize best practices and drive consistency across global operations.
Evaluate and pilot emerging AI and automation technologies that enhance customer and agent experience.
Collaborate with Operations Technology & Transformation to integrate AI-driven workforce management tools, ensuring scalability and ethical use of data.
Translate complex AI insights into actionable staffing, performance, and resource strategies.
Serve as a change leader during automation or technology rollouts, ensuring smooth adoption and measurable impact.
Serve as a trusted advisor to stakeholders and peers, identifying operational risks and opportunities with data-backed recommendations.
Provide forward-looking capacity and staffing strategies based on evolving client volumes, AI containment rates, and service model changes.
Partner with finance and recruiting to build resource plans that align with automation-driven efficiencies and future skill needs.
Support executive decision-making through clear, consultative storytelling rooted in analytics and operational insight.
Mentor Capacity Managers, developing their analytical, technical, and consultative capabilities.
Foster a culture of curiosity, adaptability, and continuous learning within the operations organization.
Collaborate across Delivery, IT, and Product teams to ensure aligned, end-to-end operational outcomes.

Requirements

3+ years in workforce or operations consulting within a customer care or shared services environment
Proven ability to interpret operational data and translate insights into actionable strategies
Advanced proficiency in Excel and strong analytical problem-solving skills
Excellent communication, presentation, and stakeholder engagement skills
Demonstrated adaptability in fast-changing business or technology landscapes
Experience with AI-driven or automated workforce management tools (e.g., Genesys Cloud, NICE, Verint, Tableau)
Background in AI readiness, automation design, or digital transformation initiatives
Certification or experience in Agile project management or change leadership

Benefits

Variety of health coverage options
Wellbeing and support programs
Retirement plans
Vacation and sick leave
Maternity, paternity & adoption leave
Continuing education and training
Several voluntary benefit options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisoperational data interpretationanalytical problem-solvingautomation designAI readinesscapacity planningresource strategy developmentworkflow optimizationKPI managementcontinuous improvement

Soft Skills

communicationpresentationstakeholder engagementadaptabilitymentoringconsultative storytellingchange leadershipcollaborationcuriosityleadership

Certifications

Agile project managementchange leadership