ALTA IT Services, LLC · 5 hours ago

Service Optimization Director

United States

Contract

Remote

Director/Executive

$76/hr - $76/hr

8+ years exp

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ConsultingInformation Technology

Growth Opportunities

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Responsibilities

Manage large-scale projects targeting efficiency gains and enhanced member experiences, utilizing methodologies such as Agile, SDLC and human-centered design thinking.

Direct Workforce Management team that monitors real-time performance and adherence to defined schedules and off-line activity, while operating with urgency to meet the demands of the business and customers.

Oversee forecasting and scheduling models as well as workforce management tools used to forecast call volume, create staffing requirements, and generate work schedules. Responsible and accountable for the accuracy and outcomes of analyses run by the department, ensuring staffing levels and call volume forecasts are appropriate.

Direct the Business Readiness efforts for new technology implementations, including Salesforce rollouts for contact center. Drive modernization efforts, service enablement strategies, and annual planning processes for Commercial Service Operations.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Service Operations OptimizationCustomer Experience EnhancementWorkforce ManagementCall Center OperationsScheduling/ForecastingProject ManagementAgile MethodologiesSDLCHuman-Centered Design ThinkingSalesforceBudget Planning