Sr. Manager, CSS Contact Center Solutions

BCD

10d • $94,000 - $105,000 • Remote

About The Position

As a trusted advisor in Contact Center Solutions, this position plays an integral role in achieving the business objectives in support of BCD’s global contact centers. With a keen focus on the consultant and customer experience, this position will lead in the business development, thought leadership and delivery of organizational strategy and design offerings specific to contact center management.

Requirements

• Prior experience of contact center management or experience with contact center technologies, products and / or services
• Capable of identifying customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions
• Intermediate or higher Excel skills
• Subject matter expertise in contact center principles including configuration, telephony routing, contact center data requirements
• Excellent verbal and written communication skills with the ability to influence and engage stakeholders at all level

Responsibilities

• Conduct market research and competitive analysis to understand customer needs and market trends
• Maintain internal product, standards and governance documents to the highest level of accuracy and relevance
• Develop partnerships with key stakeholders throughout the company to more effectively understand business requirements, gauge process effectiveness, and develop customer driven solution
• Manage product roadmaps and releases
• Review escalated help tickets for project assessment and engage appropriate parties

Benefits

• Flexible working hours
• Work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed