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Director, Contact Center Technology

3 months ago

Pataskala, United States Ascena Retail Group Full time

About usKnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, LOFT, Lane Bryant, and Talbots. Individually, our brands are unique and strong. Together, we are powerful.

Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

About the role
We are seeking a unique leadership role, specializing in the contact center technology stack, including Contact Center as a Service (CCaaS) platforms, phone and digital contact channels, omni-channel applications, unified communications, knowledge management, CRM, and survey tools. This dynamic and experienced person will possess a deep understanding of retail contact center technologies, be a key strategic partner and through strong leadership skills drive continuous improvement, innovation and efficiencies. The successful candidate will have a customer-first mindset, be a critical thinker with expertise in the contact center technology stack, possesses strong written and oral communication skills, and demonstrate robust retail business acumen.

The impact you can have

Leadership & StrategyDevelop and execute the technology strategy for the contact center, aligning with business goals and objectives.Lead, mentor, and manage a team of technology professionals, fostering a culture of innovation, collaboration, and excellence.Stay abreast of industry trends, emerging technologies, and best practices to ensure the contact center remains competitive and efficient.Technology Architecture LeadershipOversee the unification, optimization, and maintenance of contact center technologies, including CCaaS communications, omni-channel chat, knowledge management, CRM, and survey systems.Understand emerging AI, LLM, and Co-pilot technologies and their ability to enhance both the customer and agent experience.Ensure the reliability, scalability, and security of all contact center technology systems.Collaborate with vendors and partners to evaluate and integrate new technologies and solutions.Operational ExcellenceMonitor and analyze system performance, identifying areas for improvement and implementing solutions to enhance efficiency and customer satisfaction.Develop and enforce technology policies, procedures, and standards to ensure consistent and high-quality service delivery.Coordinate with other departments, including IT, Customer Service, and Operations, to ensure seamless technology support and integration.Team Leadership and DevelopmentFoster a collaborative and results-driven work environment.Provide mentorship, training, and professional development opportunities for team members.Demonstrate a strong ability to deliver results through effective team management and strategic execution

You’ll bring to the role

Bachelor’s degree in computer science, Information Technology, Business Administration, or related field.Proven experience in leading technology teams and strategiesStrong understanding of contact center platforms, technologies, and best practices.Demonstrated ability to develop and execute technology strategies aligned with business objectives.Excellent communication, collaboration, and stakeholder management skills.Strategic thinker with a track record of driving innovation and delivering results in a fast-paced environment; comfortable with ambiguity.Demonstrated familiarity with multiple retail technology systems.Technical background experience and/or knowledge of:Automatic Call Distributor (ACD)Interactive Voice Response (IVR)Customer Relationship Management (CRM)Workforce Management (WFM)Call Recording and Quality MonitoringContact Center Analytics and ReportingOmni-channel SupportUnified Communications (UC)Knowledge Management System (KMS)Chatbots and AI enablementCustomer Feedback and Survey ToolsCloud CCaaS Contact Center SolutionsAbility to multi-task in a dynamic and fast-paced environment.Demonstrates strong communication skills, both oral and written, especially in bridging communication between technical and non-technical colleagues

Benefits

You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.Support for your individual development plus opportunities for career mobility within our family of brands. A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.* Medical, dental, vision insurance & 401(K)* Employee Assistance Program (EAP)Time off – paid time off & holidays

*Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.

This position works in a hybrid model, with two days per week worked in the Etna, OH location and three days per week worked remotely.

#LI-AM1

Location:Ascena Corp ETNA-ascena-Pataskala, OH 43062

Position Type:Regular/Full time

Equal Employment Opportunity

The Company is committed to hiring and developing the most qualified people at all levels. It is our policy in all personnel actions to ensure that all associates and potential associates are evaluated on the basis of qualifications and ability without regard to sex (including pregnancy), race, color, national origin, religion, age, disability that can reasonably be accommodated without undue hardship, genetic information, military status, sexual orientation, gender identity, or any other protected classification under federal, state, or local law. We do not discriminate in any of our employment policies and practices. All associates are expected to follow these principles in all relationships with other associates, applicants, or others with whom we do business.