Business Process Optimization Director jobs in Florida

Position Specific Description

Workforce Management & Scheduling:

• Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).
• Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.
• Manage agent time off requests and ensure adequate staffing levels are maintained.

CXOne Platform Configuration:

• Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements.
• Troubleshoot basic system issues and escalate complex problems to IT support.
• Stay up to date on CXOne, IVR, and contact center best practices.
• Performance Analysis & Reporting:
• Develop and maintain reports to track key performance indicators (KPIs) such as call volume, handle time, customer satisfaction, and agent adherence.
• Analyze performance data to identify trends, areas for improvement, and opportunities for coaching and development.
• Prepare reports for management, highlighting key metrics and insights.

First-Level Technical Support:

• Provide first-line technical troubleshooting for agents experiencing issues with the CXOne platform or other contact center technology.
• Document and escalate complex technical issues to IT support.
• Maintain a knowledge base for frequently encountered issues and solutions.

Qualifications:

• Minimum 2-3 years of experience in a contact center or related business operations environment
• Strong understanding of contact center operations and best practices
• Proven experience with workforce management (WFM) software and scheduling principles
• Experience working with a communications platform like CXOne (a plus)
• Excellent analytical and problem-solving skills with a data-driven approach
• Strong communication, interpersonal, and organizational skills
• Proficient in Microsoft Office Suite and comfortable learning new software programs
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment

Job Overview

Employees in this role conduct complex operational analyses and lead medium to large project teams that support informed decision making within the business unit.

Job Duties & Responsibilities

• Conducts analyses and prepares reports that provide operation and/or technical support to business operations
• Conducts quantitative and qualitative research to support medium to large special projects
• Assists with process design and modification for continuous business improvement
• Performs other job-related duties as assigned

Required Qualifications

• High School Grad / GED
• Bachelor's or Equivalent Experience
• Experience: 1 years

Preferred Qualifications

• Bachelor's Degree