VP, Contact Center Strategy

Responsibilities Responsible for the strategic activities and initiatives that deliver success for the company clients and investors Partner deeply with the Vice President of the Command Center to take ideas and make them reality Collaborate with Operational leaders in the Contact Center to ensure KPI/KRI requirements are known and documented Understand and communicate details surrounding resource utilization and investor/client requirements Ensure compliance with company policies and procedures, while accommodating external partner needs Subject matter expert for Aspect Telephony and WFM systems engaging with external parties Requirements Minimum of 10 years of experience working in a Contact Center environment Minimum of 10 years of experience with Alvaria Cloud; Outreach, Manager, CX Business UI Deep knowledge of contact center strategies and KPI achievement Possess intellectual curiosity and has the ability to create a safe environment for ideation Ability to utilize time management efficiently Maintains high degree of confidentiality Excellent attention to detail Experience in a geographically dispersed organization Proven ability to solve problems creatively Ability to multi-task and consistently meet multiple deadlines Strong verbal and written communication skills Ability to work in a team environment Strong customer-service orientation Ability to use good judgment #J-18808-Ljbffr Jobtailor