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Job Description

+ Oversee daily operations of customer service contact centers, ensuring high standards of service delivery and operational efficiency.

+ Lead workforce planning and scheduling to optimize staffing levels aligned with service demand.

+ Pull, analyze, and create custom and standardized reports and dashboards to monitor operational performance, identify trends, and recommend actionable insights.

+ Work with raw data from various systems (e.g., CRM, WFM, contact center platforms) to build reports that support leadership decision-making.

+ Own the development of automated reporting processes and data visualization tools for leadership and stakeholders.

+ Analyze operational metrics including KPIs, SLA adherence, agent performance, and customer satisfaction scores.

+ Collaborate with IT, Business Intelligence, and Product teams to ensure data quality and report accuracy.

+ Manage cloud-based contact center technologies (Genesys Cloud, Amazon Connect), including configuration and user support.

+ Lead continuous improvement efforts by analyzing workflows, identifying bottlenecks, conducting root cause analysis, and implementing enhancements.

+ Act as the escalation point for operational issues and ensure resolution through data-supported action plans.

+ Drive automation and process efficiency by identifying opportunities for improvement through data analysis.

+ Lead project management for customer service initiatives with strong emphasis on data tracking, metrics definition, and performance reporting.

Requirements

Education & Experience:

+ Bachelor’s degree in Business Administration, Operations Management, Workforce Management, or a related field.

+ Minimum of 5 years of progressive experience in customer service operations or contact center management.

+ Proven experience managing cloud-based contact center platforms such as Genesys Cloud or Amazon Connect.

+ Strong background in workforce management, including staffing, scheduling, and resource optimization.

+ Demonstrated experience in data analysis and reporting, with proficiency in tools such as Excel, business intelligence software, or SQL.

+ Experience leading cross-functional projects and driving continuous improvement initiatives.

+ Vendor management experience related to customer service technology is highly desirable.

Technical Skills:

+ Proficiency with contact center technologies (ACD, IVR, CTI, CRM integration).

+ Solid knowledge of workforce management systems and analytics.

+ Familiarity with project management methodologies and tools.

+ Ability to analyze large data sets, identify trends, and present actionable insights.

+ Skilled in developing dashboards and generating reports for leadership review.

Core Competencies:

+ Strong problem-solving and decision-making abilities.

+ Effective communication skills, capable of engaging with technical and non-technical stakeholders.

+ Ability to manage multiple priorities in a fast-paced, dynamic environment.

+ Strategic thinking with a focus on continuous operational improvement.

+ Customer-centric mindset with a passion for delivering exceptional service.

Other Requirements:

+ Ability to work collaboratively with cross-functional teams including Workforce Customer Service Management, Product Management, Sales Operations, and Business Intelligence.

+ Comfortable acting as an escalation point for operational challenges and managing vendor relationships.

+ Experience with budgeting, forecasting, and resource planning.

Pay Transparency

This job posting may span more than one job level.The base salary range for this position in Diamond Bar, CA is $75,000 - $90,000 annually.

Additionally, Newegg offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, and generous time off for vacation and sick.

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings in California. We set standard base pay ranges for all roles based on function, level, and location. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed above.