• Determines contact center operational strategies by conducting needs assessments, performance/call reviews, capacity planning, and cost/benefit analyses; identifying production, productivity, quality, and customer-service standards • Prepares reports and analyzes contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction • Acts as a resource; handles call escalations, assists staff • Maintains and improves contact center operations by monitoring employee performance; identifying and resolving problems; preparing and completing action plans • Accomplishes contact center human resources objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures • Meets contact center financial objectives • Formulates agent engagement and retention strategies • Promotes a performance culture, framework and review processes to achieve service levels and improvements against set targets • Builds and maintains effective internal and external stakeholder relationships • Identifies best practice, processes and systems and drives a continuous improvement environment • Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends • Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices • Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments