What is your mission?

You will provide the best service to our partner brands by performing these tasks:

• Lead contact team operations to achieve exceptional customer care and performance goals.
• Partner with key stakeholders to develop and implement our contact center strategy and objectives.; work cross-functionally with our Sales, Marketing, IT, Implementation, Operations, and Finance Departments to drive customer initiatives within the organization.
• Leverage analytics and facts to make operational decisions and drive new initiatives.
• Create and implement new solutions to engage with customers in a way that provides an exceptional positive customer experience.
• Partner with a team of geographically distributed customer support teams.
• Oversee and train leads to ensure that all front-line personnel have the required training and resources to meet customer needs and expectations.
• Monitor systems reports and dashboards for case management impact; proactively make adjustments as necessary.
• Drive additional initiatives that leverage our contact center as an engine for growth.
• Ensure the efficient running of support systems to maintain and enhance contact center operations.
• Works with site leaders to ensure adequate staff, contingency plans, and workflow monitoring.
• Demonstrated solid communication skills, and ability to create and present compelling material to any level of employee in a setting (c-suite, decision-makers, accounting POC, e-commerce POCs).
• Stay current on internal policies and procedures.
• Maintain a confidential environment.
• Other duties and responsibilities as assigned.