Job details
Job type full-time number of hires for this role 1
Qualifications
Bachelor`s (preferred)
Full job description
Job description
The role will include the following responsibilities:
· manage all aspects of contact center operations and deliver results that meet or exceed operational performance metrics
· ensure contact center tools, processes and procedures are optimized to support service delivery and ensure a high level of compliance in executing operating processes and procedures which will drive efficiency and minimize operating expense
· identify actions to modernize the contact center within a microsoft environment and to include tools such as sentiment analysis, ai, rpa, and predictive analytics
· leverage best in class contact center technologies into service and operating model to include leadership in self-servicing functions/capabilities
· develop and manage a rigorous contact center training and qa program ensuring all call center colleagues have the tools and skill sets to provide superior levels of service to our customers
· drive actions to improve first point of contact resolution while identifying operating enhancements which will yield more efficient management of call volumes and improved customer satisfaction
· build organizational bench strength, ensuring employees are competent, proficient and focused on delivering exceptional service to clients and business partners
· ensure contact center operations operate in compliance with company operating policies and risk mitigation operating procedures
· manage all functions related to staffing the contact center to include forecasting, hiring, training, and on-going development/evaluation
Job requirements
The ideal candidate should have the following qualifications:
· 15 plus years managing multi-site, multi-channel call center operationsExperience within a five9 telephony platform required
· working knowledge of contact center tools and technologies (including direct experience with voice response and crm implementation and deployment)
· strong planning and strategy development skillsDemonstrated ability in setting and driving vision, developing organizational capabilities, and leading organizational change
· proven experience in defining, and driving successful implementation on improvements in contact center operations through both process re-engineering and incorporation of tools and technology
· strong communication and influencing skillsDemonstrated ability to work across interdisciplinary teams that are geographically dispersed
· strong analytical, financial capabilities, research, and problem solving skills
· strong business acumen with a proven track record of making sound judgments backed by analytical and quantitative skills
· strong process redesign focus, and ability to see non-conventional possibilities for solutions to operations business problems
· proven ability to lead, motivate and gain commitment and trust from direct reports and colleaguesAbility to develop a high performance organization and manage diverse teams of people
Job type: full-time
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Education:
Bachelor`s (preferred)
Work location:
One location
Work remotely:
Yes
Work location: multiple locations
