Vice President - Call Center Operations
September 15
Description
• Lead call center strategy and operations • Provide leadership to the call center team • Develop strategic initiatives and practical solutions • Understand broad solutions to business goals • Create customer support strategy for updated value proposition • Develop best-in-class practices to support patient care • Implement optimal scheduling practices • Develop service and sales practices • Motivate the remote workforce • Direct development of training and onboarding • Forecast staffing needs
Requirements
• Bachelor’s degree, Masters preferred • 15+ years of contact center experience • 5+ years in contact center executive leadership experience • Extensive experience in CCaaS solutions such as NICE CXone, RingCentral, Five9, etc. • Extensive knowledge of operational processes within an omni channel environment • Significant experience in driving change management and influencing organizational culture and outcomes with a dispersed remote workforce • C-Suite level presentation experience • Extensive experience building, leading, retaining and engaging successful teams • Demonstrated conceptual, analytical and strategic thinking capabilities
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