Operations Manager

DatamanUSA is looking for a Operations Manager for our direct client based in HI. This is a great opportunity for someone who is a quick learner with excellent people skills.

Job Details:

Job Title: Operations Manager

Location: Honolulu, HI

Duration: 12 months

Key Responsibilities:

*) Forecast call volume, channel demand, and staffing requirements using historical trends, seasonality, queue behavior, and service targets.

*) Build schedules, monitor intraday adherence, and recommend staffing adjustments using operational performance data and business priorities.

*) Coordinate leave, training windows, off-phone activities, and staffing exceptions with operations and management teams.

*) Deliver service level, occupancy, shrinkage, staffing utilization, and staffing performance reporting through approved planning and reporting tools.

*) Analyze queue performance, workload distribution, operational trends, and service outcomes using Google CES CCaaS / CCAIP reporting, BigQuery, Looker, and Microsoft Excel.

*) Partner with Call Center Manager, Trainer, Project Manager, and Business Analyst roles to align staffing, training windows, process updates, and service-level objectives.

Required Qualifications

*) Experience with workforce management tools, forecasting models, queue analytics, and Call Center planning.

*) Strong Excel, reporting, and analytical skills with the ability to interpret data from Google CES CCaaS / CCAIP, BigQuery, and Looker.

*) Ability to translate operational metrics into staffing, scheduling, and process recommendations.