As a Traffic Operations Manager, you will play a crucial role in optimizing the performance of our contact centers. Your primary responsibility will be to lead a team of five traffic coordinators and work closely with technical teams to develop, implement, and configure new technologies and tools.
The ideal candidate should have a minimum of 5 years' experience working in a customer contact environment, preferably across different sites. Excellent analytical skills and the ability to make data-driven decisions are essential. You should also possess strong communication and interpersonal skills, enabling effective collaboration with various stakeholders and teams.
This is an exciting opportunity for a motivated and results-driven professional to join our organization. As a key member of the Customer Operations Steering tribe, you will contribute to the strategic planning and future vision of the contact center. You will work collaboratively with your team to optimize traffic flows, ensure excellent customer service, and drive business growth.
Your main responsibilities as a Traffic Operations Manager include:
* Strategic Development: Contributing to the development of the contact center's long-term strategy and future vision
* Stakeholder Management: Acting as a bridge between management, operational, and technical teams to ensure clear communication and alignment
* Leadership and Coaching: Leading and coaching a team of five traffic coordinators to achieve their full potential
* Traffic Management: Controlling daily traffic flows within the contact center and optimizing resources for maximum efficiency
* Analyzing and Reporting: Analyzing traffic flows and operational performance, preparing detailed reports, and providing recommendations
* Collaboration: Working with partners in multiple countries and locations to ensure consistent and high-quality services
In return, we offer a competitive salary, a range of fringe benefits, and the opportunity to work from home up to three days a week. Our company culture values personal growth, experimentation, and achieving tangible results. We are a passionate team that enjoys brainstorming, meeting, playing sports, and socializing together.
We are seeking a talented and experienced professional who is passionate about delivering exceptional customer experiences and driving business growth. If you have a track record of success in a customer contact environment, excellent analytical skills, and strong leadership abilities, we encourage you to apply for this exciting opportunity.