Contact Center Executive

4 weeks ago


Duluth, United States TIER4 GROUP Full time
Job DescriptionJob 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.



Ready to lead innovation and drive unparalleled success? Apply now to embark on this rewarding journey




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