Brightspeed · 20 hours ago

Technical Program Manager, Contact Center Enablement

Charlotte, NC

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Process Improvement and Innovation

Research and analyze emerging contact center technologies, particularly in A.I., to implement innovative solutions that streamline processes and enhance operational performance.

Lead complex technical initiatives that align with industry best practices. Ensure that all innovations support the strategic goals of improving agent performance and customer satisfaction.

Foster a culture of continuous improvement by identifying opportunities for innovation and process enhancements. Utilize data analytics to assess the effectiveness of implemented changes and drive further improvements.

Project Management and Execution

Develop integrated project plans, scope, and timelines for multiple initiatives, ensuring timely delivery of objectives.

Conduct regular project team meetings, enhancing communication and collaboration across business units.

Act as the primary liaison between stakeholders and technical teams to address challenges and implement solutions effectively.

Cross-Functional Collaboration

Foster strong relationships with IT, product, and operations teams to align initiatives and gather insights for continuous improvement.

Facilitate training and development sessions to address process improvement needs within the contact center.

Establish feedback mechanisms to gather insights from agents and customers. Use this feedback to inform ongoing improvements and innovations in processes and technologies.

Performance Management and Reporting

Establish key performance indicators (KPIs) and metrics to evaluate the success of contact center initiatives.

Analyze performance data to identify areas for improvement and inform decision-making processes.

Prepare and present detailed reports on project progress and outcomes to senior management.

Qualification

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Data AnalysisProcess ImprovementProject ManagementTechnical SupportMS Office Suite