Business Solution Architect

Job Description: POSITION SUMMARY: Responsible for directing the traffic and scheduling operations contact centers. Oversees the traffic and scheduling function as a whole. Develops business plans for department operations, including budget. Ensures that staffing is efficient in order to maintain operational objectives. Analyzes contact center trends to predict long-term and short-term staffing needs. Works toward achieving maximum efficiency of call intakes

DUTIES AND RESPONSIBILITIES:

Develops policy and procedures for the information flow of contact centers

Ensures that operating units are compliant with established OSC operational controls and best practices.

Reports on and identifies account profitability and opportunities, recommending strategies to improve.

QUALIFICATIONS:

BA/BS or equivalent experience

OSC experience