Operations Manager 3 - Multiple Locations

US Bank Owensboro , KY 42302

Posted 2 months ago

  • Operations Manager will be accountable for monitoring critical business operations and performance indicators at an interval level in real-time.

  • Operations Manager is responsible for the real-time monitoring of queues, ensuring the correct number of agents are available to answer forecasted volume of incoming calls across all queues and intervals within the contact center environment.

  • Provides project release direction and support including research, analysis, review, development, and implementation and monitoring of new or revised systems.

  • Manage WFM mailbox and update schedules to reflect accurate intraday projections. Communicate verbally, written, and in person with management team when appropriate action needs to be taken.

  • Support intraday and short term schedule requests. Proactively analyze data and make recommendations/decisions based on data regarding meeting scheduling and other offline requests. Perform other duties and assignments as directed.

  • Tracks and reports progress on key metrics specific to functional area

  • Guide reduction of workforce during periods of low call volume by identifying overstaffed queues and initiating voluntary time off program to ensure cost-effectiveness of call center support strategy

  • Conducts regular audits of activities related to functional area and educates the team on quality errors (if applicable)

  • Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.

  • Understanding of Production Environment Metrics (such as Forecasting, AHT, Shrinkage, Service Levels, and FTE)

  • NICE IEX Experience preferred

Basic Qualifications

  • Bachelor's degree, or equivalent work experience

  • Five to eight years of operations-related experience

Preferred Skills/Experience

  • Advanced knowledge of operation functions, systems, policies and procedures for the assigned area

  • Broad understanding and practical application of applicable laws and regulations

  • Strong organizational, managerial and project management skills

  • Well-developed customer relations skills

  • Excellent interpersonal, verbal and written communication skills

  • Ability to manage multiple tasks/projects and deadlines simultaneously

  • Thorough knowledge of banking operations and human resources

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