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Manager Call Center Operations & Workforce Planning
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$90,400 a year
Full-time
- The Manager, Call Center Ops & Workforce Planning leads a team that is responsible for the operational performance and real time oversight of call center systems, incoming volume, staffing levels and workforce planning for the Reservation Call Centers, Central Baggage Services, Customer Care, and Passenger Record Support totaling over 1350 representatives.
- Provides day-to-day Call Center Operation (CCO) oversight to ensure each line of business meets daily/weekly/monthly key performance indicators (KPI’s).
- Ensures the CCO team provides timely first level technical support to all frontline staff.
- In coordination with the Call Center Technology Program Manager, maintains the CCO Emergency Response Checklist, and conducts CCO drills for emergency situations.
- Knowledge of COPS contract for bidding processes and work rules.
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