Job Summary

The Planning & Governance Senior Manager is responsible for developing and managing strategic initiatives, governance frameworks, and operational plans to enhance the call center's efficiency, performance, and compliance. This role oversees resource planning, ensures alignment with corporate goals, and implements governance structures to monitor key performance indicators (KPIs) and ensure regulatory compliance.

Key Responsibilities:

Strategic Planning:

- Develop and implement long-term and short-term operational plans to meet business goals.

- Collaborate with senior leadership to align call center strategies with organizational objectives.

- Conduct market and competitor analysis to identify growth opportunities and risks.

Governance and Compliance:

- Establish governance frameworks to ensure adherence to company policies, industry regulations, and quality standards.

- Monitor and evaluate compliance with regulatory and internal audit requirements.

- Develop and maintain documentation for policies, procedures, and operational workflows.

Operational Excellence:

- Oversee workforce planning, capacity management, and forecasting to optimize call center resources.

- Analyze call center performance metrics to identify trends, gaps, and areas for improvement.

- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Stakeholder Management:

- Act as the central point of contact for cross-functional teams to ensure smooth collaboration and implementation of plans.

- Provide regular reports and updates to senior management on planning and governance initiatives.

- Manage vendor relationships, ensuring service-level agreements (SLAs) are met.

Risk Management:

- Identify and mitigate operational risks that could impact business continuity or compliance.

- Develop contingency plans and monitor their effectiveness.