Cloud Contact Center Supervisor

State of Washington•Thurston County – Olympia, WA

2d•Hybrid

About The Position

This position is part of the Cloud Contact Center (CCC) team within WaTech’s Network Services Division (NSD). The Cloud Contact Center (CCC) team designs, deploys and supports Microsoft Teams and AWS Connect cloud contact centers, enabling agencies to efficiently deliver services to constituents through voice, chat and other omni channels. The CCC team designs and deploys contact centers and applications that enable agencies to provide services such as economic benefits to residence, processing licenses and certificates, supporting child support and childcare programs, taking reports of abuse, and assisting with responses to wildfires. The Cloud Contact Center supervisor position reports to the Telephony Service Manager within NSD. The Cloud Contact Center Supervisor provides operational leadership, workforce planning, service delivery oversight, vendor coordination and customer engagement to ensure reliable, secure, and scalable contact center services that support state agency business operations and constituent services. This role is responsible for team performance, service quality, resource management, and alignment of service delivery with organizational priorities and customer needs.

Requirements

Eleven total years of progressive work experience in Information Technology specializing in Telephony and Contact Center.
Three years of experience in large-scale Contact Center applications.
Three years of progressive supervisor or lead experience.
Two years of experience in a customer-facing role.
Two years of experience in vendor management and vendor contracts.
A bachelor's degree in information technology or a related field can be used in lieu of four years of total years of experience.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others

Nice To Haves

Two years of AWS Connect experience, building, deploying and supporting Cloud Contact Center.

Responsibilities

Provide leadership, mentoring, and supervision to personnel responsible for business needs assessments, requirements analysis, and capacity planning to design contact center technologies that support both WaTech and other state agencies.
Direct and monitor Cloud Contact Center staff.
Manage the development and implementation of standards and procedures for Cloud Contact Center staff.
Identify goals for the Contact Center, focusing on improving customer satisfaction, reducing operational costs and increasing scalability.
Provide leadership and oversight for the planning, design, implementation, and lifecycle management of Cloud Contact Center solutions delivered by the team.
Evaluate emerging technologies and service capabilities to improve customer experience, operational efficiency and service value.
Continuously monitor KPIs and customer feedback to identify areas for improvement and ensure optimization of operations post-launch.
Analyze service metrics and operational trends.
Coordinate incident response and escalation activities.
Lead the development and implementation of service standards, operational procedures and customer engagement practices.
Build and maintain productive relationships with state agency leadership and customer representatives to understand business needs and ensure successful service outcomes.