Business Operations Director

Job Summary

A company is looking for a Business Operations Director responsible for managing all aspects of Workforce Management and enhancing call center operations.

Key Responsibilities

• Lead strategic planning and operational leadership for workforce management and call center strategies
• Implement advanced models and processes for labor forecasting, scheduling, and productivity optimization
• Analyze workflows and drive process improvements to enhance service quality and reduce costs

Required Qualifications

• Bachelor's degree in business administration, operations management, or a related field; substantial experience may substitute for formal education
• 10+ years of call center experience
• Expertise in workforce planning, capacity modeling, and cost optimization techniques
• Proficiency in workforce management tools such as Verint, NICE, or Aspect
• Strong analytical skills with a proven track record of data-driven decision making