Operations Support Center Manager (Wfm And Qa)
Melbourne, Hong Kong, Korea, And Philippines
Managed a team of on-site and remote Workforce Management staff supporting inbound, outbound and back-office tasks. Led a transformation effort to automate and eliminate many manual processes and acted as System Architect in the development of custom tools to establish WFM processes in the absence of off the shelf WFM tools. Managed the QA team in Hong Kong and acted as internal consultant in the establishment of "best practices" in Hong Kong, Shanghai and the launch of TeleTech… Show more Managed a team of on-site and remote Workforce Management staff supporting inbound, outbound and back-office tasks. Led a transformation effort to automate and eliminate many manual processes and acted as System Architect in the development of custom tools to establish WFM processes in the absence of off the shelf WFM tools. Managed the QA team in Hong Kong and acted as internal consultant in the establishment of "best practices" in Hong Kong, Shanghai and the launch of TeleTech Korea. Show less