Jobs

Contact Center Executive - 1897932

Duluth, GA

Join a dynamic team as the Contact Center Leader (VP) and take a large-scale, enterprise organization to new heights! We are looking for a combination of both a strong technology leader, as well as a strong people leader. You'll spearhead transformative initiatives, championing innovation and excellence across multiple departments. Here's your chance to make a significant impact:


  • Drive Strategic Excellence: As the primary business stakeholder, collaborate with IT and other teams to prioritize cutting-edge initiatives, revolutionizing technology to empower field employees and clients.
  • Optimize Operations: Oversee a diverse workforce of over 250+ individuals, implementing best practices in management and communication to elevate performance and drive straight-through processing for enhanced efficiency.


SKILLS THAT SET YOU APART:

  • Customer-Centric Expertise: Leverage deep knowledge of call center practices and technologies to craft strategies that redefine service standards and enhance customer experiences.
  • Innovative Solutions: Design next-generation operating models, ensuring seamless service journeys before, during, and after product transactions to meet evolving customer needs.
  • Technical Proficiency: Navigate service technologies adeptly, from cloud solutions to workforce management systems, harnessing data-driven insights to optimize operations and drive results.


YOUR IMPACTFUL ROLE:

  • Strategic Leadership: Lead the charge in shaping overall strategy and execution, fostering innovation, and cultivating a collaborative work environment where talent thrives.
  • Cross-Functional Collaboration: Forge key relationships across departments, driving alignment and synergy to achieve shared objectives seamlessly.
  • Talent Development: Recruit top-tier talent, nurture their growth, and build high-performing teams that excel in delivering exceptional service.
  • Continuous Improvement: Proactively identify opportunities for enhancements, making recommendations to senior management to elevate Contact Center operations.


YOUR QUALIFICATIONS:

  • Education & Experience: Bachelor's degree with a minimum of 10 years in Customer Service, Call Center Operations, or CRM Technologies, coupled with extensive leadership experience driving transformative initiatives.
  • Problem-Solving Prowess: Exhibit strong analytical skills, coupled with a knack for troubleshooting and creative problem-solving, enabling you to tackle challenges head-on.
  • Technical Acumen: Proficiency in Microsoft Office Suite, SQL databases, and reporting tools, combined with exceptional communication skills and the ability to thrive in a fast-paced environment.
  • Experience in evaluating benchmark data and tech experience with IVR/live/agent/web/mobile/chat/email contacts, social media, voice of customer, etc.



Ready to lead innovation and drive unparalleled success? Apply now to embark on this rewarding journey!



Apply for this Position
Contact Info

1602 Abbey Court
Alpharetta, Georgia 30004

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