Related skills
kpi workforce management data analytics process improvement team leadership📋 Description
- Lead and develop frontline care teams; supervise front line supervisors.
- Drive operational delivery and meet client/Transcarent goals.
- Conduct daily/weekly one-on-ones and skip-level meetings; guide teams.
- Partner with Workforce Management to ensure staffing; define operating levels.
- Monitor KPIs; adjust actions to meet performance targets.
- Support recruiting and prepare performance reviews; drive improvements.
🎯 Requirements
- Bachelor’s Degree or equivalent education/experience.
- 5+ years of Contact Center management in Operations.
- Strong data analytics, problem solving, and SLA awareness.
- Coaching/mentoring and employee engagement skills.
- Ability to lead remote/distributed teams; strong communication.
- Cross-functional collaboration and process improvement experience.
🎁 Benefits
- Flexible Time Off/Paid Time Off, 13 paid holidays.
- Competitive medical, dental, and vision coverage.
- Flexible 401(k) plan with company match.
- Life, disability, and supplemental insurance.
- Mental health and wellness benefits.
- Total rewards and performance-based incentives.
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