Description

Key Accountabilities

•Present key analytics and qualitative feedback to cross functional areas including C-Suite executives. •Act as a subject matter expert and make recommendations to other cross functional teams.•Strategically manage contact center footprint to ensure business redundancy and maximization of available talent. •Identify emerging technology and trends within the contact center industry. Build business cases and cost/benefit analysis to leverage new technology and trends. •Foster a close partnership with outsourced contact center teams and develop key contact center infrastructure. •Create strategies to meet key performance metrics of customer attrition, customer experience and unit margins. •Work closely with internal marketing department to create a culture of constant improvement to the customer buying experience.

Education, Experience & Skill Requirements

•3+ years of leadership and management ex...