VP for Contact Center Strategy

Full Potential Solutions•Fort Worth, TX

2d•Onsite

About The Position

The Vice President of Contact Center Strategy is responsible for the strategic activities and initiatives that deliver success for the company clients and investors. This role partners deeply with the Vice President of the Command Center to take ideas and make them reality. This includes telephony, contact strategies, omni-channel engagement, site and staffing as well as workforce management activities that enable Contact Center production.

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.
High school diploma or general education degree (GED) required.
Three to five years' related experience and/or training required.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook).

Nice To Haves

Bachelor's degree (B. A.) or higher in business related field from an accredited four-year college or university preferred.
Previous experience with MSP, Black Knight/LPS and Fiserv preferred.

Responsibilities

Partners extensively with clients and investors to understand strategies, needs, and goals to achieve success by their measurements.
Deep relationship management with Operational leaders in the Contact Center to ensure KPI/KRI requirements are known and documented.
Collaborative partnership with the Command Center leader and team to drive strategies from concept to fruition.
Understand and communicates details surrounding resource utilization and investor/client requirements to ensure we’re engaged with our customers and our workforce is optimal both in efficiency and effectiveness.
Understands deeply and communicates to clients and investors details on both inbound and outbound key performance outputs.
Subject matter expert for Aspect Telephony and WFM systems engaging with external parties including clients, investors, rating agencies and regulators.
Depth of experience with omni-channel contact methods and strategies to drive higher customer engagement.
Ensures compliance with company policies and procedures, while accommodating external partner needs.
Responsible for the overall direction, coordination and evaluation of their department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, training, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.