Responsibilities
- Rethink and modernize workforce planning, scheduling, and intraday adjustments with real-time data integration.
- Phase out reliance on external workforce management platforms.
- Lead the full lifecycle development of an internal, automated platform that removes manual input through continuous, real-time data processing.
- Question existing back-office procedures to identify inefficiencies and opportunities for innovation.
- Redesign current workflows from the ground up rather than incremental improvements, focusing on full automation and performance data capture.
- Drive the technical strategy behind quality assurance initiatives.
- Build scalable automation tools and continuous monitoring systems to support large-scale customer journey audits.
- Create and maintain a unified, automated data infrastructure.
- Develop integrated performance dashboards that combine quality assurance, workforce metrics, and productivity insights for daily, weekly, and monthly reporting.
- Design and deploy advanced models for automated cost efficiency analysis.
- Promote standardized tracking of cost per task and individual employee resource costs to identify significant savings.
- Implement a responsive and reliable process for managing technology changes.
- Automate feedback loops from quality assurance systems to operational teams for faster resolution.
- Coordinate and align internal stakeholders around technology goals and timelines.
- Lead cross-functional technical projects to ensure smooth execution and organizational adoption of new systems.
