Director CC Quality Assurance and Process Mgt

1 month ago

Scottsdale, United States Bakkt LLC Full time
Job DescriptionJob Description

About Us

Founded in 2018, Bakkt builds technology that connects commerce.

Our vision is to connect the digital economy by offering one ecosystem for cryptocurrency and digital assets, loyalty, and commerce. We enable our partners and clients to deliver new opportunities to their customers through SaaS and API solutions that unlock crypto and drive loyalty, powering engagement and performance.

Come build with us.

The Director of Contact Center Operations, Process & Operational Excellence will be responsible for leading and overseeing the strategic initiatives to enhance operational efficiency, cost controls, automation, and transformation within the contact center. This role is critical in driving proactive business practices, optimizing resources, and implementing data-driven decision-making processes.

Key Responsibilities:

  • Process Management:
    • Develop and implement comprehensive process management frameworks.
    • Streamline and document workflows to ensure consistency and efficiency.
    • Identify and eliminate bottlenecks in current processes.
  • Cost Controls / Optimization:
    • Implement cost control measures to improve financial performance.
    • Work with finance to analyze and optimize operational budgets to ensure efficient use of resources.
    • Develop strategies to reduce operational costs without compromising quality.
  • Automation:
    • Lead automation initiatives to enhance operational efficiency.
    • Identify opportunities for automation in routine tasks and implement appropriate technologies.
    • Collaborate with IT and other departments to integrate automated solutions seamlessly.
  • Transformation:
    • Oversee contact center transformation projects
    • Drive change management initiatives to ensure smooth transitions.
    • Ensure transformation projects have executive sponsorship and accountability.
  • Analytics:
    • Enhance the contact center's analytics capabilities to support data-driven decisions.
    • Develop and maintain dashboards and reports that provide actionable insights.
    • Collaborate with other departments to ensure data integrity and relevance.

Key Competencies:

  • Strong understanding of business processes and operational frameworks.
  • Ability to manage large-scale transformation projects.
  • Advanced analytical skills with the ability to interpret complex data.
  • Excellent leadership and team management skills.
  • Strong communication and collaboration skills.

Qualifications:

  • Bachelor's degree in Business Administration, Operations Management, or a related field or 6+ years of related experience in lieu of degree
  • Minimum of 3+ years of experience in a similar role, preferably within a contact center environment.
  • Demonstrated experience in process management, change management, cost controls, automation, transformation, and analytics.
  • Proficiency in using relevant software and tools (e.g., Zendesk, Five9, analytics platforms).

Key Performance Indicators (KPIs):

  • Operational Cost Reduction (Measured in $ and by %)
  • Process Efficiency
  • Successful implementation of transformation projects within agreed timelines.
  • Achievement of measurable goals at each level of the organization.
  • Improved analytics capabilities and data-driven decision-making.

­Bakkt is devoted to having diversity in its workforce and is proud to be an equal opportunity employer. Bakkt does not make any employment decisions based on race, color, religion, sex, national origin, veteran status, disability, age, sexual orientation, gender identity of any other characteristic protected by law. Must successfully pass a post-offer background check and drug screen.

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