• Bachelor s degree
• 5+ years of people management experience
• Experience with CRM tool, such as Zendesk, Talkdesk, or similar
• Experience driving capacity planning, workforce management, and contact center scheduling
• Demonstrated history of making critical judgment calls based on complex information and difficult tradeoffs
• Strong data analysis with ability to present data and make recommendations to influence organization to key outcomes
• Proven organizational, detail orientation and time management skills required
• Reputation for being a good leader and strategic partner to clients
• Strong written and oral communication skills
• Able to handle confidential information in a mature and professional manner
• Ability to manage multiple projects to closure
• Basic knowledge of SQL or willingness to learn Excellent negotiation and influence skills
• Action-orientation with demonstrated ability to build cross-organizational relationships, and influence internal stakeholders to align on a vision and strategic initiatives
• Ability to leverage customer feedback, research data and business metrics to continually evaluate current products/programs and champion continuous improvement