Onbe · 7 hours ago
Senior Director, Contact Center
Buffalo Grove, Illinois, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$185K/yr - $195K/yr
10+ years expOnbe is a fast-growing FinTech company that serves as a comprehensive payments partner. The Senior Director of Contact Center is responsible for driving transformation and operational excellence in global contact center operations, focusing on automation and AI to enhance customer experience and streamline processes.
FinanceFinancial ServicesMobile PaymentsPaymentsTransaction Processing
Responsibilities
Develop and execute a comprehensive contact center strategy with a focus on digital transformation, automation, and AI-driven solutions
Lead initiatives to identify, implement, and scale automation technologies and AI applications (chatbots, virtual agents, predictive analytics) that improve efficiency, reduce costs, and enhance customer satisfaction
Oversee global BPO vendor relationships, including contract negotiations, performance management, and compliance. Ensure partners meet SLAs and deliver superior customer experiences
Establish and monitor performance metrics, KPIs, and reporting frameworks to drive continuous improvement across contact center operations
Build, mentor, and lead high-performing teams, fostering a culture of innovation, accountability, and customer-centricity
Partner with IT, Customer Experience, Product, and other cross-functional teams to deliver integrated solutions and support strategic initiatives
Manage operational budgets and identify opportunities for cost optimization through technology and process improvements
Ensure all contact center operations and BPO engagements comply with regulatory requirements, data privacy standards, and company policies
Qualification
Required
Bachelor's degree in Business, Operations, Information Technology, or related field; Master's degree preferred
10+ years of experience in contact center operations, with at least 5 years in a senior leadership role
Proven track record in implementing automation and AI technologies within customer service environments
Extensive experience managing BPO vendors and global teams
Strong analytical, strategic thinking, and project management skills
Excellent communication, negotiation, and interpersonal abilities
Ability to thrive in a fast-paced, dynamic environment with a focus on innovation and continuous improvement
Preferred
Experience with enterprise contact center platforms (e.g., Genesys, NICE, Five9, Salesforce Service Cloud)
Knowledge of RPA (Robotic Process Automation), machine learning, and conversational AI technologies
Certification in Lean, Six Sigma, or similar process improvement methodologies
Global operational experience and multicultural team leadership
Benefits
Medical
Dental
Vision
Wellness
401(k) matching
Unlimited PTO
Work from anywhere
Generous parental leave
And more
Company
Onbe
Onbe is a purpose-built payment issuing platform that connects brands with consumers, workforces, and marketplaces.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Bala Janakiraman
Chief Executive Officer
Tracy Monson
VP, Segment Management
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