Delta Defense LLC · 2 days ago
U.S. Based Contact Center - Technology and Process Lead
West Bend, WI
Full-time
Hybrid
Mid, Senior Level
$76K/yr - $95K/yr
5+ years expDelta Defense LLC is a mission-driven company recognized as one of America’s Most Loved Workplaces. They are seeking a Contact Center Technology & Process Lead to enhance and optimize their contact center operations through technology and process innovation.
ConsultingCustomer ServiceFinancial ServicesMarketingTraining
Responsibilities
Own & optimize contact center systems — including inbound/outbound telephony, IVR, and call routing
Partner with IT to enhance Salesforce integrations and ensure systems connect seamlessly
Improve processes by identifying inefficiencies and implementing smarter workflows. Split time ~75% hands-on execution and ~25% strategic planning/innovation
Lead projects from concept through completion, ensuring alignment and measurable results
Analyze data to drive improvements in technology performance and advisor experience
Explore new tech like AI, automation and emerging technologies to elevate both advisor and customer outcomes
Collaborate cross-functionally with IT, Finance, Marketing, and external vendors
Qualification
Required
High School diploma or equivalent required. Bachelor's degree in business administration, management, or a related field preferred
5+ years of experience in contact center operations or systems management
Hands-on expertise with phone systems, IVR, and Salesforce (Service Cloud preferred)
Proven project management and process improvement success with measurable outcomes
Strong communication, analytical, and collaboration skills
Excellent communication and collaboration skills with the ability to influence at multiple levels
Demonstrates the Core Values of Delta Defense, LLC
Preferred
Salesforce certifications (Admin, Business Analyst, or Service Cloud Consultant)
Experience with knowledge management tools (Guru) or collaboration platforms (Slack)
Familiarity with AI tools and automation in contact center environments
Lean, Six Sigma or other process improvement training/certification
Demonstrated leadership or mentoring experience with a strong interest in developing people
Benefits
23 Days of Personal Time Off
8 Company Holidays
Paid day of Volunteer Service annually
Robust Insurance Coverage Options: Medical, Dental, Vision, HSA, FSA, Life, STD, & LTD
Company
Delta Defense LLC
Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Care for the U.S. Concealed Carry Association.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Tim Schmidt
CEO
Jerry. Noskowiak
Chief Financial Officer
Recent News
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2023-07-06
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