Senior Director, Contact Center Operations
TX - Irving
Senior Director, Contact Center Operations
Position Summary:
The Senior Director, Contact Center Operations leader is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in both a B2B and B2C environment.
The senior leader maintains current knowledge of industry trends, and innovations to anticipate and proactively meet client needs. Most of all, this key strategic thought leader is passionate about continuous improvement and will influence the contact center teams and leaders to improve business effectiveness. This is a unique opportunity to join a team that is eager to transform the associate and customer experience. The Senior Director, Contact Center Operations will report to the VP, Sales Operations.
Key Job Responsibilities:
Provide strategic direction and tactical leadership for all functional areas within the contact center: Customer Service (B2B & B2C), WFM, quality, data analytics and technology.
Workforce Planning
- Establish a robust workforce planning capability that will guide staffing decisions for a client and consumer business comprised of multi-skilled employees in a single and remote front and back office environment.
- Responsible for providing key recommendations to production management with respect to short team and long-term strategies for ensuring optimal service levels
- Accountable for driving cost savings through improved operational efficiencies; including queue design, occupancy, and scheduling efficiencies, along with highly effective management of agent FTE through capacity management across different customer interaction tools: phone, emails, SMS and social media
Business Continuity
- Lead the implementation of a robust Business Continuity Plan to facilitate disciplined execution of disaster recovery for people, process and technology with minimum impact to our clients and customers.
Process Improvement and Efficiencies
- Possesses experience using artificial intelligence to streamline operations and create effortless client experiences, supporting clients and consumers simultaneously in a multi-channel (voice, web, live chat, email, mobile, social media) environment.
- Initiative opportunities to improve processes to better enhance the associate and client experience.
- Comprehensive understanding of call center technologies and analytical tools (such as Salesforce, Tableau, Cisco, Genesys, NICE or comparable platforms)
- Ability to develop business cases to justification technology portfolio. Collaborate with finance partners to connect contact center business decisions to financial results
- Equip internal partners and contact center leaders with dashboards that provide useful business insights to improve cost, associate and client experience. Act as the Voice of the Customer across the organization.
- Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction) metrics to best in class.
- Enhance the First Call Resolution of the center
- Drive better sales through service
- Use Customer Insight and Root Cause Analytics to identify companywide improvements and present to key Stakeholders/Peers.
Leadership
- Provide leadership, development, guidance and management to contact center operation teams:
- Recruit, hire, and manage assigned team
- Delegate duties and assign/schedule work to meet deadlines
- Support employee development and provide training as needed
- Establish team and individual employee goals
- Manage employee performance
- Implement, communicate, and maintain Company practices, policies, and procedures with team
- Exemplify the CSC leadership principles
- Be a strategic thought leader
- Demonstrated leadership skills with emphasis on consensus building, diplomacy, cooperative negotiation and persuasion required to build cross functional commitment to deliver results
Required Education & Experience:
- 10+ years or progressive work experience supporting clients and consumers simultaneously in a multi-channel (voice, web, live chat, email, mobile, social media) management position is required with a bachelor’s degree or at least 5 years of experience with an advanced degree
- Master’s degree preferred
- Extensive experience with previous P&L responsibility and ROI expenditures
- Must be a self-starter and highly motivated business oriented independent thinker.
- This position requires travel for work 20% of the time.
The CSC ServiceWorks Story
At CSC, we’re in the business of making things work, for our team members, our clients, and our consumers. We’re the leading provider of commercial laundry services and air-vending solutions throughout the United States, Canada, and Europe. Our Best in Class team of 3,000 dedicated professionals benefit from work that’s steady (but never boring), time to enjoy what matters, appreciation and rewards in return for hard work and accountability, and support in growing a fulfilling career. Our work takes us to apartment, condominium, education, hotel and hospitality, and convenience and gas environments around the world. CSC is built on a company legacy that goes back to 1927, and today, we make life easier for over 40 million residents and consumers, property managers, and owners every day.
Senior Director, Contact Center Operations
Position Summary:
The Senior Director, Contact Center Operations leader is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in both a B2B and B2C environment.
The senior leader maintains current knowledge of industry trends, and innovations to anticipate and proactively meet client needs. Most of all, this key strategic thought leader is passionate about continuous improvement and will influence the contact center teams and leaders to improve business effectiveness. This is a unique opportunity to join a team that is eager to transform the associate and customer experience. The Senior Director, Contact Center Operations will report to the VP, Sales Operations.
Key Job Responsibilities:
Provide strategic direction and tactical leadership for all functional areas within the contact center: Customer Service (B2B & B2C), WFM, quality, data analytics and technology.
Workforce Planning
- Establish a robust workforce planning capability that will guide staffing decisions for a client and consumer business comprised of multi-skilled employees in a single and remote front and back office environment.
- Responsible for providing key recommendations to production management with respect to short team and long-term strategies for ensuring optimal service levels
- Accountable for driving cost savings through improved operational efficiencies; including queue design, occupancy, and scheduling efficiencies, along with highly effective management of agent FTE through capacity management across different customer interaction tools: phone, emails, SMS and social media
Business Continuity
- Lead the implementation of a robust Business Continuity Plan to facilitate disciplined execution of disaster recovery for people, process and technology with minimum impact to our clients and customers.
Process Improvement and Efficiencies
- Possesses experience using artificial intelligence to streamline operations and create effortless client experiences, supporting clients and consumers simultaneously in a multi-channel (voice, web, live chat, email, mobile, social media) environment.
- Initiative opportunities to improve processes to better enhance the associate and client experience.
- Comprehensive understanding of call center technologies and analytical tools (such as Salesforce, Tableau, Cisco, Genesys, NICE or comparable platforms)
- Ability to develop business cases to justification technology portfolio. Collaborate with finance partners to connect contact center business decisions to financial results
- Equip internal partners and contact center leaders with dashboards that provide useful business insights to improve cost, associate and client experience. Act as the Voice of the Customer across the organization.
- Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction) metrics to best in class.
- Enhance the First Call Resolution of the center
- Drive better sales through service
- Use Customer Insight and Root Cause Analytics to identify companywide improvements and present to key Stakeholders/Peers.
Leadership
- Provide leadership, development, guidance and management to contact center operation teams:
- Recruit, hire, and manage assigned team
- Delegate duties and assign/schedule work to meet deadlines
- Support employee development and provide training as needed
- Establish team and individual employee goals
- Manage employee performance
- Implement, communicate, and maintain Company practices, policies, and procedures with team
- Exemplify the CSC leadership principles
- Be a strategic thought leader
- Demonstrated leadership skills with emphasis on consensus building, diplomacy, cooperative negotiation and persuasion required to build cross functional commitment to deliver results
Required Education & Experience:
- 10+ years or progressive work experience supporting clients and consumers simultaneously in a multi-channel (voice, web, live chat, email, mobile, social media) management position is required with a bachelor’s degree or at least 5 years of experience with an advanced degree
- Master’s degree preferred
- Extensive experience with previous P&L responsibility and ROI expenditures
- Must be a self-starter and highly motivated business oriented independent thinker.
- This position requires travel for work 20% of the time.
The CSC ServiceWorks Story
At CSC, we’re in the business of making things work, for our team members, our clients, and our consumers. We’re the leading provider of commercial laundry services and air-vending solutions throughout the United States, Canada, and Europe. Our Best in Class team of 3,000 dedicated professionals benefit from work that’s steady (but never boring), time to enjoy what matters, appreciation and rewards in return for hard work and accountability, and support in growing a fulfilling career. Our work takes us to apartment, condominium, education, hotel and hospitality, and convenience and gas environments around the world. CSC is built on a company legacy that goes back to 1927, and today, we make life easier for over 40 million residents and consumers, property managers, and owners every day.
