Director, Contact Center Program Integration and Enablement in Englewood, CO at WOW!

Date Posted: 10/17/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Englewood, CO
  • Experience:
    Not Specified
  • Date Posted:
    10/17/2020
  • Job ID:
    REQ-2020-890

Job Description

The Director, Contact Center Program Integration and Enablement will play a key role leading the evolution of the Contact Centers, owning the shared-service functions of Program & Content Integration, Process Improvement, and Project Execution.  This role will act as a champion for digital-first initiatives, customer self-service capabilities, and drive process optimization for the contact centers across both phone and digital channels.  Additionally, this role will analyze the existing Contact Center enablement strategies by partnering with internal technology organizations, representing the voice-of-the-call centers in business requirements to help shape the technology road-map for the contact center and agent-desktop.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Collaborates with PMO, Sales, IT, Engineering, and other stakeholders groups to have a positive impact on program and initiative rollouts, timelines, and business execution
  • Develop, oversee, and implement new programs to support strategic direction of Contact Centers, establishing communication plans, knowledge-bases/material, training timelines and other preparedness plans as needed
  • Lead development and execution of process improvement activities throughout the contact centers, and influence other stakeholders groups delivering improvements to reduce operating costs and improve the customer experience
  • Own process improvement and optimization efforts for the contact centers, aligning delivery of the largest impact efforts with resource allocations
  • Lead and oversee program integration and development team
  • Partner with other stakeholder groups to deliver business requirements for various products, platforms, and capabilities in support of Contact Centers and customer self-care
  • Collaborate widely across Engineering, IT, Product Marketing and business leadership to drive technology alignment with business goals
  • Contribute meaningfully to the contact center roadmap and the overall customer experience strategies for CXO
  • Facilitate and own user acceptance testing and “operationalizing” of programs, projects, and technologies into the contact centers
  • Lead program and process improvement initiatives, delivering process change into the call centers, including communications and coordination of training with Learning and Development
  • Create and evaluate business cases and ROI studies as needed
  • Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

•Bachelor’s degree in a relevant business field or an equivalent combination of both education and experience

Experience/Skills Needed:

  • 8+ years’ experience in a call/contact center operations role required, including people management
  • Six Sigma certification preferred, but not required
  • Demonstrates effective relationship building, problem solving, negotiating, goal setting
  • Demonstrates exceptional critical thinking and analytical skills
  • Must be very detail orientated, and able to multitask efficiently
  • Must possess the ability to work independently, and adapt work schedule to the needs of the departments
  • Must possess excellent communication skills (both verbal and written), with proven ability to communicate effectively with all levels of employees 
  • Must be able to present information to all levels of employees, in both informal and formal meeting settings     
  • Must be able to perform advanced mathematical functions, and translate those functions into appropriate calculations for use in reporting
  • Must possess the ability to analyze advanced problems and reach the appropriate resolution

Computer Skills:

  • Must possess excellent computer skills, with proven ability to learn new applications while displaying a high level of proficiency in Microsoft Office (Word, Excel, PowerPoint and Access) is required with an emphasis on advanced Excel skills; familiarity with GSuite a plus
  • Experience with contact center technologies ecosystems; inContact, Five-9s, Genesys, Avaya, SalesForce/ServiceCloud, or equivalent systems
  • Experience with Verint F&S, Avaya WFO, IEX or similar forecasting and scheduling software
  • Must possess strong computer aptitude

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer