Senior Manager, Strategic Call Center Operations

Senior Manager, Strategic Call Center Operations

The Senior Manager, Strategic Contact Center Operations will lead strategic contact center teams to deliver an exceptional customer experience. The role will focus on creating and driving transformation initiatives and delivering premier experience for top customers to ensure their needs are exceeded, both proactively and reactively. This position is expected to execute the strategic plan by process alignment, continuous improvement, and people development. This position will be heavily customer and external facing.

This is an onsite position that may have the potential to become a Hybrid schedule in the future.

Essential Functions & Responsibilities :

• Leads transformation initiatives to deliver enhanced, prioritized customer experience and improve operational efficiency.
• Collaborate with premier customers to understand their unique needs and tailor services accordingly.
• Develop and implement strategies to improve customer engagement and loyalty.
• Acts as a liaison between premier customers and internal teams to ensure seamless service delivery.
• Monitors and evaluates the impact of transformation initiatives on customer experience and operational performance.
• Drives team performance to established KPIs.
• Focuses on operational processes and gaps. Has a continuous improvement mindset.
• Responsible for efficiency improvements and implementation of strategic operations initiatives.
• Leads team in continuous customer experience improvements.
• Leads with priority to coaching and development of team members.
• Builds and maintains strong cross-functional partnership and relationships, both internally and with key customer contacts.
• Drives employee engagement and retention.
• Responsible for assets, expenses, and ensures operating budgets are met.
• Responsible for performance reviews, counseling / disciplinary actions, and additional personnel decisions.
• Establishes policies and procedures to meet a high-quality standard.
• Performs all other duties assigned by Management.

Supervisory Responsibilities :

The position is a manager of managers and works under general direction of the Vice President of Call Centers, exercising discretion and independent judgment with respect to matters of significance in the department.

This position interacts with both internal and external customers.

Minimum Requirements :

Skill Sets :

Other Requirements :

Working Conditions :

The base compensation range for this position is $120K to $135K per annum. Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

This position is Short Term Incentive eligible.