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Under Armour, Inc. Contact Center, Operations Manager (REMOTE) in Boston, Massachusetts

Contact Center, Operations Manager (REMOTE)

Date: May 4, 2022

Location: Remote, US

Company: Under Armour

Under Armour has one mission: to make you better. We have a commitment to innovation that lies at the heart of everything we do, not just for our athletes but also for our teammates. As a global organization, our teams around the world push boundaries and think beyond what is expected. Together our teammates are unified by our values and are grounded in our vision to inspire you with performance solutions you never knew you needed but can’t imagine living without.

Position Summary

The Contact Center Operations Manager leads a centralized workforce management team responsible for support of Contact Center operational functions that include forecasting, scheduling, capacity planning, reporting, and management of intra-day performance and service for a multi-site (internal and outsourced), multi-skilled 16x7 Contact Center operation. The workforce consists of CSR teams responsible for handling front and back-office operations, including inbound and outbound communications via phone, chat, email, web to case forms, and social media. Implements best practices in workforce management to ensure consistent procedures and data-driven, timely decisions. Workforce Management activities are performed to maximize efficiency while meeting requirements for the organization’s vision, mission, and customer experience strategies. Knowledgeable of emerging industry trends. This role is key to Under Armour’s goal of building a robust Customer Service organization that delivers best in class service to support our premium brand.

Essential Duties & Responsibilities

  • Developing short- and long-term forecasts of contact center volumes and demands across multiple support channels

  • Managing staffing plans and scheduling practices to ensure resources are maximized to deliver optimal service level results.

  • Supporting Director in partnering with Finance on capacity plans and budget management.

  • Overseeing BPO resource planning, results, and monthly spend.

  • Leading team of analysts overseeing real time monitoring, scheduling and analysis activities to ensure appropriate agent coverage across all channels and hours of operation.

  • Developing the operations talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams attracting the very best talent, succession planning to ensure key roles are filled, and ongoing recognition of individual talent.

  • Partnering with Customer Service Supervisors and Manager on strategies to ensure KPI targets are met

  • Developing contact center strategies to improve customer experience, CSR experience, and reduce cost per contact through deflection and efficiency gains.

  • Partnering with Training, Recruitment, Technology, and HR on resourcing plans; ensuring all onboarded teammates have needed access.

  • Setting and reviewing operational performance standards

  • Developing and producing reports to share contact drivers and performance trends.

  • Ensuring CSAT processes are working correctly and needed data is being obtained.

  • Facilitating weekly and monthly Operations meetings with Supervisors and Managers, informing leadership team of upcoming initiatives, plans, challenges, or anticipated risks to service levels.

  • Partnering with internal technology team and technology providers, developing support processes, and working ongoing technical issues and changes.

Qualifications (Knowledge, Skills & Abilities)

  • Expert knowledge of contact center workforce planning tools and best practices. Five9 experience a plus.

  • Microsoft Office proficiency and advanced Excel skills.

  • Knowledgeable of CSAT data collection processes. Qualtrics experience a plus.

  • Exceptional analytical skills. Demonstrated ability to quickly understand cause and effect impacts on day-to-day service levels and make data driven decisions.

  • Drives improvement, identifying and developing strategies to improve work within own team and cross-functionally.

  • Technical savvy and expert problem-solving ability.

  • Expert communication skills. Confidently articulates complicated information in a concise manner and effectively facilitates discussions

  • Role model and people leader who can provide guidance and develop an operations team.

  • Strategic thinker who grasps the big picture and can drive execution of plans that will best deliver on our mission.

  • Exceptional organizational skills, attention to detail, ability to multi-task, and prioritize competing priorities.

Education And / Or Experience

  • 3-5 years of related work experience in a Contact Center of 100+, supporting multiple channels, in a constantly changing environment.

  • 2+ years using Contact Center Workforce Management systems.

  • 2+ years working with outsourced Contact Center resources (BPO), in addition to internal

  • Experience in developing short and long-term forecasts and capacity plans.

  • Experience in scheduling and staffing practices to optimize resources across hours of operation.

  • Experience collaborating across cross functional stakeholders

  • Proficient in Microsoft Office suite, advanced Excel skills

  • Saleforce Service Cloud experience a plus.

  • Bachelor’s degree, or equivalent work experience.

Other Requirements

  • Licenses/Certifications: Completion of Workforce Management training and/or certification program a plus

  • Return To Work Designation: Fully remote.

Relocation

  • No relocation provided.

#LI-Remote

At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Learn more about Under Armour’s COVID-19 response and Teammate vaccination policies here .

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