Operational Readiness Lead – Customer Care
As a Senior Specialist in Operational Readiness, you will play a key role in managing the preparation, coordination, and implementation of operational processes and systems, ensuring they effectively support the overall business objectives. This role focuses heavily on project management, specifically in the context of new initiatives, services, and large-scale operational changes (FLIP). You will work cross-functionally to guarantee that all operational requirements are met seamlessly, ensuring smooth transitions and continuous improvements.
Key Responsibilities:
•Oversee the planning and execution of operational systems, processes, and infrastructure required to support the successful rollout of new services or major changes.
•Assess and clarify process requirements to ensure readiness for team training and smooth implementation.
•Collaborate with the Quality team to establish effective training programs, equipping teams with the skills necessary to meet both employee and customer needs.
•Work with the Quality team to ensure the adherence of all new processes and implementations to high-quality standards through effective quality control measures.
•Monitor and analyze Key Performance Indicators (KPIs) to identify areas for improvement and drive efficiency within operations.
•Develop and execute clear communication strategies to keep all stakeholders informed of upcoming changes, preparations, and progress.
•Schedule and lead follow-up meetings with stakeholders to identify potential challenges and proactively address them.
•Identify and mitigate risks associated with critical operational events, such as adverse weather conditions or large-scale implementations, to minimize their impact.
•Maintain thorough documentation of all operational readiness activities, tracking progress and outcomes.
•Prepare and deliver detailed reports to the management team summarizing operational readiness statuses, issues, and resolutions.
•Collaborate closely with cross-functional teams to ensure all business areas are aligned and ready for new changes or initiatives.
•Continuously evaluate current processes and propose enhancements to improve efficiency and optimize operations.
Qualifications:
•Education: Bachelor’s degree in Business Administration, Operations Management, or related field. PMP or equivalent project management certification preferred.
•Experience: 5+ years in project management, operational readiness, or similar roles, preferably in Contact Center environment.
•Skills: Strong analytical, problem-solving, and process optimization skills. Proficient in project management tools (e.g., MS Project, Asana) and Microsoft Office (Excel, PowerPoint, Word).
•Communication: Excellent written and verbal communication skills with the ability to present to senior leadership.
•Leadership: Proven ability to collaborate across departments to drive successful initiatives.
This role requires strong project management skills, the ability to navigate complex systems and processes, and a keen focus on continuous improvement. The ideal candidate will have experience managing large-scale operational readiness efforts and be adept at fostering collaboration across various departments to drive business success.