Contact Center Executive

Job Description

Join a dynamic team as the Contact Center Leader (VP) and take a large-scale, enterprise organization to new heights! We are looking for a combination of both a strong technology leader, as well as a strong people leader. You'll spearhead transformative initiatives, championing innovation and excellence across multiple departments. Here's your chance to make a significant impact:

Drive Strategic Excellence: As the primary business stakeholder, collaborate with IT and other teams to prioritize cutting-edge initiatives, revolutionizing technology to empower field employees and clients.

Optimize Operations: Oversee a diverse workforce of over 250+ individuals, implementing best practices in management and communication to elevate performance and drive straight-through processing for enhanced efficiency.

SKILLS THAT SET YOU APART:

Customer-Centric Expertise: Leverage deep knowledge of call center practices and technologies to craft strategies that redefine service standards and enhance customer experiences.

Innovative Solutions: Design next-generation operating models, ensuring seamless service journeys before, during, and after product transactions to meet evolving customer needs.

Technical Proficiency: Navigate service technologies adeptly, from cloud solutions to workforce management systems, harnessing data-driven insights to optimize operations and drive results.

YOUR IMPACTFUL ROLE:

Strategic Leadership: Lead the charge in shaping overall strategy and execution, fostering innovation, and cultivating a collaborative work environment where talent thrives.

Cross-Functional Collaboration: Forge key relationships across departments, driving alignment and synergy to achieve shared objectives seamlessly.

Talent Development: Recruit top-tier talent, nurture their growth, and build high-performing teams that excel in delivering exceptional service.

Continuous Improvement: Proactively identify opportunities for enhancements, making recommendations to senior management to elevate Contact Center operations.

YOUR QUALIFICATIONS:

Education & Experience: Bachelor's degree with a minimum of 10 years in Customer Service, Call Center Operations, or CRM Technologies, coupled with extensive leadership experience driving transformative initiatives.

Problem-Solving Prowess: Exhibit strong analytical skills, coupled with a knack for troubleshooting and creative problem-solving, enabling you to tackle challenges head-on.

Technical Acumen: Proficiency in Microsoft Office Suite, SQL databases, and reporting tools, combined with exceptional communication skills and the ability to thrive in a fast-paced environment.

Experience in evaluating benchmark data and tech experience with IVR/live/agent/web/mobile/chat/email contacts, social media, voice of customer, etc.