Confidential Jobs · 10 hours ago
Contact Center Operations Manager
Pennsylvania, United States
Full-time
Hybrid
Director/Executive
$120K/yr - $140K/yr
15+ years expConfidential Jobs is seeking a Contact Center Operations Manager to oversee service delivery for a client in the Digital space. This role involves managing diverse global delivery teams, ensuring adherence to service level standards, and driving improvements in customer experience.
Computer Software
Responsibilities
Accountable for service delivery, across multiple tracks, for one of our client in Digital space. Manage multiple diverse delivery teams located globally
Direct a team of Project Managers, Track Leads, Delivery Leads, group managers of large-scale, complex global projects that involve multiple stakeholders
Monitors day to day delivery management and engagement with multiple support units within the organization to ensure adherence to service level standards and to deliver a best-in-class service, meeting or exceeding all KPIs and within budget
Evaluate trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value
Manage critical path to delivery of project objectives, engaging with stakeholders and critically assessing requirements
Effectively assess and resolve high priority project risks
Ensure projects meet success parameters and ROI targets stated in the business case
Set the strategy for development, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service
Act as the Voice of Customer, championing change and improvements across Customer experience, drive change and influence projects to support and achieve improvements in Customer Experience
Maintain collaborative and trusting relationships with stakeholders, effectively overcoming challenges and positioning alternatives to move the project forward
Enhance quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
Tap additional account growth opportunities through networking & client relationship management
Aim at maximizing economic value and securing future competitive advantage
Synthesize data into useful formats and bring actionable insights while straddling between details and higher level implications of critical business issues
Lead the WBR’s MBR, QBR’s with multiple stakeholders
Lead an effective resource planning team, ensuring that resource is fully utilized and any contract demand is effectively covered
Effective transition, pre-bid and RFP experience is an added advantage
Drive team towards transformed state and always look for opportunity to improve and run people independent process
P&L responsibility and account growth
Lead, inspire and co-ordinate team at all levels to create motivated and engaged colleagues
Qualification
Required
Bachelors or Master's Degree with 15+ years' experience
Minimum 8 year's experience in managing large scale agile programs focused on global service delivery
People Management and Stakeholder/Client Management
Excellent at managing and influencing a wide network of Client Stakeholders at senior levels
Ability to balance multiple projects, making strategic decisions on time, quality, and cost to deliver complex activities
Proficient in Agile methodology with an ability to adapt quickly to changing technology requirements
Strong understanding of Engg. Support Services (cloud products)
Good with numbers, analytical and logical skills are a must for the role along with flexibility on managing global delivery teams
Ability to develop comprehensive and complex operational and strategic plans
Excellent budgeting, business financial and P&L skills
Advanced influencing and communication skills
Advanced client service skills and leadership capabilities
Preferred
Previous experience with outsourced techno functional projects is a plus
Knowledge of Cloud environment is an added advantage
Prior experience in leading Quality org/ Gen-AI projects / Scripting knowledge/ Content moderation can be a plus
Effective transition, pre-bid and RFP experience is an added advantage
Benefits
Medical
Dental
Vision
Pharmacy
Life
Accidental death & dismemberment
Disability insurance
Employee assistance program
401(k) retirement plan
10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
10 paid holidays per year
Company
Confidential Jobs
Confidential Jobs is operated by ExecThread, Inc. (https://execthread.com).
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Amy Nelson
Managing Partner
Brandon Nolan
Chief Information Security Officer
Company data provided by crunchbase