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Digest #1218
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Fw: Networking question - Contact Center - REPEAT, but note intervie by "Mike Whelan" palermomaninuk
Message
Thu Oct 31, 2013 5:26 pm (PDT) . Posted by:
"Mike Whelan" palermomaninuk
From: Chris Shoulet
Sent: Thursday, October 31, 2013 4:17 PM
To: Michael Whelan
Subject: Networking question - Contact Center
Michael
Hope you're well. The following role just came into Top Dog and we wanted to reach out to you to network with you and see if you know of anyone who would be a good fit for it. Any help you can offer is appreciated The account manager for this position is scheduling interviews the weeks of 11/4, 11/11 and the following week if needed.
DIRECTOR OF COMMUNICATIONS CONTACT CENTER
Springfield OH - (relocation assistance paid for by employer)
REQUIREMENTS:
a.. 10+ years of current progressive experience leading Contact Center / Command Center operations
b.. Experience leading large Contact Center teams across multiple locations
c.. Proven experience creating and executing Workforce Management Strategic Plans
d.. Six Sigma Process Improvement experience.
e.. Experience developing and executing "Best Practices" in a call contact center environmentand improving the consistency of workforce management processes and proceduresacross the organization.
f.. Experience transforming a Call Center / Contact Center into a "Center of Excellence"
g.. Demonstrated experience establishing and managing Metrics Experience including:
a.. KPI's
b.. Contact Center Performance Metrics (Average Handle Time (AHT)
c.. After Call Work (ACW)
d.. Average Speed of Answer (ASA)
e.. Service Level (SL)
h.. Strong experience with Iinteractive Voice Response (IVR) and Computer Telephony Integration (CTI) technologies and lead implementation of Cisco VoIP
i.. Proficiency with Contact Center Phone Systems (Avaya, Cisco, VoIP technology)
j.. Proficiency with Workforce Management Systems (eWFM, Exony, etc)
k.. Working closely with cross functional corporate teams including sales, marketing, delivery, executive, etc.
l.. Bachelors or Masters Degree
m.. Exceptional project management experience
RESPONSIBILITIES:
The selected Director of Contact Center Operations will be leading a large Contact Center team across multiple locations. S/he will be responsible for the technical operations, as well as personnel management and workforce management and running a P&L Center. S/he will be responsible for budgeting, forecasting and process improvements.
You will will be charged with turning a large contact center operations organization into a center of excellence. This role will entail establishing, utilizing and managing Contact Center Performance Metrics to ensure that the contact centers are operating in as cost efficient, and workflow management efficient and process optimized efficient ways as they possibly can.
You will be responsible for technology optimization, and have a strong background and technical knowledge with managing call routing in a multi-site environment including telecom, VoIP, IVR, and CTI technologies from companies like Avaya, and Cisco. Technical experience with WorkForce Management Systems such as eWFM and EXony must be demonstrated asll.
You will be responsible for creating, establishing and ensuring Best Practices are met and followed and transform this organization into a Center of Excellence.
We are looking for someone who a proven track record of creating contact center and work force management strategic plans and then executing them
COMPENSATION: $90-145K Base salary + bonus + relocation + exceptional full benefits
Chris Shoulet
Top Dog Recruiting
301-530-9694
chris@topdog-
www.topdog-inc.
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