Vice President - Contact Center Operations - US Customer Base

Roles & Responsibilities

- Overall management of Contact center operations, with specific oversight on Chat Operations.

- Perform oversight control over Vendors, managing against tight SLA and performance matrix.

- Responsible for real time tracking of service level and escalation/remediation of issue impacting delivery.

- Responsible for oversight on Workforce Management (WFM) team to provide adequate coverage for the business operation.

- Oversee the scheduling, mission control functions and implementation of WFM policies.

- Partner with business stakeholders and onshore operation management team to resolve critical issues impacting delivery.

- Own and deliver on-going organizational structure reporting for business leaders.

- Participate and drive initiatives along with cross-functional partners and relevant Technology stakeholders to drive process improvements both in-house and at vendors.

- Ability work across different shift time, specifically covering US time zones.

Qualifications

- 10 years + management experience in contact center operations for US Customer base.

- Experience managing customer service through Chat.

- Strong communications skills with ability to manage escalations with Vendors and onshore counterparts, while leading from the front.

- Experience developing action plans to improve business processes.

- Ability to build and maintain strong relationships with leadership both offshore onshore.

- Ability to handle multiple projects and deadlines.

- Strong judgment and comfort with ambiguity.

- Strong people management & leadership skills.

- Strong PC skills required (Excel, Access, PowerPoint, Word).

- Competitive and entrepreneurial spirit with the ability to work under minimal guidance.