Senior Director of Contact Center Operations

Job Summary

A company is looking for a Senior Director, Contact Center Operations.

Key Responsibilities

• Leads desktop transformation efforts to enhance customer interactions and agent experience
• Plans and directs contact center policies, objectives, operations, and initiatives
• Analyzes operations and develops performance criteria to monitor contact center effectiveness

Required Qualifications

• Bachelor's degree and 10+ years of related experience, including management experience
• 5+ years of management experience preferred
• Large programmatic transformation leadership experience highly preferred
• CRM implementation and integration experience highly desired