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Contact Center Operations Manager

1 week ago

Petaling Jaya, Selangor, Malaysia Warner Bros. Entertainment Full time

Warner Bros. Discovery is seeking a highly skilled Contact Center Workforce Analyst to join our team.

The successful candidate will have a strong background in workforce forecasting and evaluating delivery against plans.

This role involves analyzing BPO staffing efficiency, measuring volume delivery against forecasts, and coordinating improvement strategies with BPO partners and internal stakeholders.

As a Workforce Analyst, you will be responsible for:

  1. Analyzing volume delivery against forecasts and quantifying anomalies using the Assembled workforce management tool.
  2. Identifying performance gaps and goals with operational stakeholders, enhancing reporting to drive continuous improvement.
  3. Conducting weekly audits of the Assembled tool for BPO compliance and communicating issues to partners and leadership.
  4. Serving as a backup for volume forecast planning.
  5. Providing administrative support for PO creation, invoice delay research, and tracking costs against POs.
  6. Participating in partner business reviews to validate BPO performance claims.
  7. Reviewing and reporting work avoidance opportunities often missed by BPOs.

BPO Strategic Partnerships

  1. Create and review daily forecasts by product, region, and support channel, sharing plans with contact center partners.
  2. Evaluate and provide feedback on staffing plans to ensure sufficient labor to meet service levels while minimizing costs.
  3. Monitor adherence to plans and adjust forecasts for unexpected call volume fluctuations.
  4. Mitigate capacity risks and manage dependencies across multiple BPO partners, clearly communicating opportunities.
  5. Understand local labor regulations with BPO partners and their impact on long-term staffing plans and budgets.

Contact Center Performance Enhancement

  1. Establish and monitor key performance metrics, providing regular reports on workforce performance and efficiency.
  2. Identify areas for improvement and implement strategies to enhance contact center performance and reduce costs.
  3. Analyze historical data for staffing adjustments and process improvements.
  4. Continuously seek new data points to maintain accurate volume forecasts.
  5. Scour data for next-level opportunities at the forecast, BPO, team, HOOP, channel, and agent levels.
  6. Identify and expose tactics BPO front-line personnel use to avoid work, helping leadership prevent future abuse.

Team Collaboration

  1. Collaborate with departments such as Operations, Learning & Development, Release Planning, Finance, and Tools & Technology to align workforce strategies with business goals.
  2. Attend weekly, monthly, and quarterly business reviews to understand performance opportunities and improve workforce planning for better customer experience or reduced costs.

Qualifications and Experience

  1. 4+ years of experience in Capacity Planning, Strategy, BPO Operational Delivery, and Workforce Management.
  2. Proven experience in BPO management, focusing on operational delivery, forecasting, scheduling, and staffing analysis.
  3. History with management of PO's, invoices, and invoice payment systems such as Peoplesoft and Ariba.
  4. Strong analytical and quantitative skills, with proficiency in workforce management tools and software.
  5. Excellent communication and interpersonal skills for collaborative work across departments and with contact center partners.
  6. Experience with Assembled Workforce Management BPO management tool is a plus.

About Us

At Warner Bros. Discovery, we are dedicated to creating unforgettable experiences that captivate and inspire audiences worldwide.

We believe in the power of diversity, equity, and inclusion and strive to create a workplace that reflects the communities we serve.

We offer a dynamic and inclusive environment that values innovation, creativity, and collaboration.

Join us and become part of a global team that is shaping the future of entertainment and media.