Overview POSITION SUMMARY STATEMENT: The Contact Center Operations Manager II leads a team, focusing on ensuring on-time and accurate delivery of team goals. This role coordinates with other cross-functional teams to ensure delivery. Expertise on multiple Contact Center Technology platforms for the Global organization; provides support, architecture, training guidance, and leads release management throughout the environment globally. Ability to collaborate with diverse business & IT teams internationally to seek & deploy the best solution for each country. DETAILED RESPONSIBILITIES/DUTIES: Manages a team (5+) in Contact Center Operations Lead Contact center engineering team to build and refine estimates for proposed or assigned work and capability to be delivered by their area Define, track, and report delivery commitments, including description, date, and dependencies, to the project managers and other stakeholders Manage the life cycle for each technology owned by the team, and factor this information into estimates, commitments, and roadmaps Know and manage the TCO (Total Cost of Ownership) for any technology or applications owned by their team Manage the architectural and related documentation for each technology owned by the team, ensuring that the documentation is current adequate Manage and develop the talent on their team, including engagement, well-being, refining, and execution, with the goal of building and maintaining a high-performance team Ensures team delivers high quality, accurate, viable, and reliable products Coaches, guides, and provides mentorship to team Works closely with other cross-functional teams to enable team productivity Coordinates and supervises creation of team deliverables Escalates risks and resolves issues to enable team delivery Leads a team of Contact Center engineers Lead Change Management processes for Contact Center Technology Manages and develops cross departmental relationships Leads hands-on support in order to troubleshoot, diagnose, and resolve business impacting contact center service outages globally. Participate in 24/7 on-call rotation to support production of the contact center globally. Develop, document, implement procedures to streamline support and design efforts. Assist business in contact center design & implementation to best utilize the product suite and recommends appropriate courses of action to developers/technicians, and management on technical and infrastructure issues Recommend proactive courses of action to maintain cost effectiveness and competitiveness Proactively assists in defining direction for future technology, infrastructure or architecture projects Works with other regional teams to ensure technology process and support integration Manage cross functional projects between various organizations Provide leadership and serve as a technical resource for the team. Train and develop new processes Must have current/valid passport Ability to travel domestically/international up to 15% Qualifications QUALIFICATIONS: Skills: Required Strong attention to detail, problem-solving skills, and verbal/written communication with both technical and non-technical audiences Extensive knowledge of Contact Center Technology and methodology Expert in Contact Center Operations Understand Contact Center CRM and external application integration Provide technical architecture leadership, analysis, design, development, and enhancement Ability to manage a team Ability to deliver results and manage performance of teams Ability to develop and motivate others Fluent in English Extensive practical knowledge of all layers of the OSI network model Applied expert knowledge of contact center environments and applications. Applied knowledge of WAN and LAN technologies Experience in designing, planning, and implementing contact center solutions. Must have good verbal, written, interpersonal, and presentation skills Must be able to work constructively in a team environment Ability to solve practical problems and carry out responsibilities under general to minimal supervision Ability to organize workload for effective implementation Strong customer and results orientation Ability to interact effectively at all levels with sensitivity to cultural diversity Ability to function as an effective team member Ability to adapt as the external environment and organization evolves Preferred Multi-lingual is a plus Experience: Required 7+ years experience in Contact Center Operations or related field Preferred Prior experience leading teams Education: Required BA or BS in Information Technology or equivalent experience Principles & Related Competencies: Ethical Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect. Leader Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate. Collaborative Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate. Looks Beyond Oneself (Team Leader) Demonstrates humility through servant leadership by thinking about what can I do as a leader to help you achieve your goals; Develops a vision (strategy) and sets goals and targets, fostering an environment which encourages achievement; Inspires and influences people to work together cohesively and enthusiastically engages with them; Welcomes a diversity of backgrounds and ideas; Values Distributors and teammates. Drives Innovation Add value through: Driving opportunities for all 3 types of innovation (incremental, evolutionary or disruptive); Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Celebrating and learning from failures and successes, willing to experiment and take educated risks making decisions based on facts & data; Welcoming other's ideas and suggestions and acting on them. Delivers Change Delivers Change Through: Experiencing and leading change; Understanding Herbalife Nutrition's business; Creating a sense of urgency for delivering business benefits; Flexibility and openness to change. Terms of Use Privacy Policy Show more Show less