Senior Global Contact Center Operations Lead

WD; Irvine (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

WD is seeking a Senior Supervisor, Global Customer Support Services to execute global contact center initiatives and improve efficiency across regions, languages, and partners. You will validate changes, coordinate readiness, and track risks with cross-functional teams.

The ideal candidate has extensive contact center experience, telecom knowledge, and data-driven problem-solving skills to drive operational excellence and consistent customer experiences across channels.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• 6+ years of experience in customer support, contact center operations, global support coordination, workforce support, telecom support, process improvement, operational execution, or related customer service leadership roles.
• Strong understanding of contact center operations, including voice, chat, email, social, self-service, escalations, queues, routing, service levels, backlog, quality, staffing, reporting, and support policies.
• Experience supporting or supervising contact center operations across multiple regions, vendors, languages, or support channels.
• Working knowledge of telecom and contact center concepts such as IVR, call routing, queue configuration, channel coverage, service level performance, average speed of answer, abandonment rate, and call flow changes.
• General understanding of workforce management concepts such as forecasting, scheduling, intraday adjustments, occupancy, shrinkage, adherence, staffing coverage, and capacity planning.
• Ability to use operational data, dashboards, and reporting to identify trends, summarize findings, validate impacts, and recommend practical improvements.
• Experience contributing to operational readiness, UAT, process rollout, regional coordination, tool changes, system access, and post-launch issue follow-up.
• Strong communication and follow-through skills with the ability to coordinate across project managers, regional teams, support partners, IT, telecom, workforce, reporting, quality, and leadership.
• Working knowledge of CRM, contact center, reporting, ticketing, and collaboration platforms such as Oracle Service Cloud, Genesys, JIRA, ServiceNow, Power BI, Smartsheet, SharePoint, Microsoft Office, or similar tools.

Responsibilities

• Execute GCSS operational workstreams for assigned initiatives that impact contact center operations, staffing readiness, telecom, channel support, reporting, quality alignment, escalations, tools, workflows, or service delivery.
• Partner with the project management team to support milestone execution, issue tracking, risk identification, action follow-up, operational readiness, and implementation support.
• Validate contact center impacts for proposed changes, including phone, chat, email, social, self-service, escalation workflows, agent workflows, routing, queues, staffing coverage, reporting, and service level performance.
• Coordinate with regional support teams and support partners to confirm operational readiness, gather frontline feedback, identify practical implementation risks, and support adoption of approved changes.
• Support global center coordination across multiple regions and languages by helping align operational processes, launch timing, staffing considerations, reporting expectations, and support execution requirements.
• Work with telecom, IT, operations, and vendor teams on contact center related activities such as phone routing, IVR readiness, queue setup, channel coverage, call flow changes, system access, and incident follow-up.
• Review operational data and reporting to identify trends, service risks, backlog concerns, staffing gaps, queue performance issues, and opportunities to improve efficiency.
• Support workforce-related coordination by reviewing volume patterns, staffing coverage, schedule adherence considerations, capacity impacts, and regional coverage needs with the appropriate operations or vendor teams.
• Help improve operational efficiency by identifying process friction, unnecessary handoffs, repeat contacts, rework, reporting gaps, and execution barriers affecting the global contact center environment.
• Coordinate operational testing, UAT participation, launch readiness checks, training readiness confirmation, communication support, and post-launch issue follow-up for initiatives affecting contact center operations.
• Partner with Customer Experience and Knowledge Management teams when initiatives require their input, while keeping primary focus on operational execution, readiness, and contact center efficiency.
• Prepare concise operational updates for leadership and stakeholders, including status, risks, open actions, support impacts, data insights, and recommended next steps.
• Ensure operational changes consider customer data handling, privacy, compliance, regional requirements, support policies, and documented procedures.

Skills

Contact center management

Global coordination

Workforce planning

Telecom concepts

Data-driven problem solving

Stakeholder communication

Education

Bachelor’s degree or equivalent experience

Tools

Oracle Service Cloud

Genesys

JIRA

ServiceNow

Power BI

Smartsheet

SharePoint

Microsoft Office

Job description

WD is seeking a Senior Supervisor, Global Customer Support Services to execute global contact center initiatives and improve efficiency across regions, languages, and partners. You will validate changes, coordinate readiness, and track risks with cross-functional teams.

The ideal candidate has extensive contact center experience, telecom knowledge, and data-driven problem-solving skills to drive operational excellence and consistent customer experiences across channels.