Sr. Mgr., Contact Center Platform Operation

Position Summary

Headquartered in Ridgefield Park N.J. Samsung Electronics America Inc. (SEA) is a leader in mobile technologies consumer electronics home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader our passion for innovation has been the common thread throughout our history. Weve grown into one of THE most recognized global brands. We consider ourselves relentless pioneers that push boundaries and defy barriers. The company pushes beyond the limits of todays technology to provide groundbreaking connected experiences across its large portfolio of products and services including mobile devices home appliances home entertainment 5G networks and digital displays. As EPAs ENERGY STAR Corporate Commitment Partner SEA is dedicated to making a positive impact on the environment through its eco-conscious products practices and operations.

People Excellence Change Integrity Co-prosperity

This role is responsible for the management and ongoing support of the organizations strategic contact center platform ensuring optimal customer interactions across multiple channels. The primary objective is to enhance operational efficiency service quality and customer satisfaction. Key responsibilities include managing telephony systems enabling omnichannel integration leveraging AI and automation tools and maintaining robust analytics capabilities. This position requires a deep understanding of contact center platforms customer service workflows and operational efficiency to ensure seamless communication between customers and the organization.

Role and Responsibilities

Role & Responsibilities

Platform Management:

• Manage maintain and enhance contact center platforms ensuring they are up-to-date secure and functioning optimally.
• Monitor system performance and implement improvements to enhance reliability and scalability.
• Coordinate with Technology Teams (internal/external) to resolve technical issues and ensure minimal downtime.
• Manage user provisioning roles and permissions.
• Assist in the testing and validation of new platform features and software releases to ensure functionalities and performance.

Process Optimization:

• Analyze current contact center workflows to identify areas for improvement.
• Implement process changes to increase operational efficiency and customer satisfaction.
• Develop and execute strategies to streamline customer interactions across multiple channels (e.g. voice chat SMS email etc.).

Data Analysis:

• Utilize data analytics tools to track key performance indicators (KPIs) such as call volume response times and customer satisfaction scores.
• Ensure all teams have appropriate access to and a clear understanding of both historical and real-time contact center data.
• Generate reports and insights to inform decision-making and strategic planning.

Team Collaboration:

• Work closely with contact center agents supervisors and other stakeholders to understand their needs and provide technical support.
• Train staff on new platform features and best practices for using contact center tools.

Vendor Management:

• Liaise with BPOs to manage technology and ensure service level agreements (SLAs) are met which can include but not limited to manage and negotiate contracts manage vendor invoicing and department budgeting.
• Evaluate new technologies and solutions to enhance the contact center platform.

Compliance and Security:

• Ensure all contact center operations comply with relevant regulations and industry standards.
• Implement security measures to protect customer data and maintain confidentiality.
• Manage user access control and audit logs for compliance purposes.

Minimum Qualifications

• Bachelors degree preferred with 8 years of relevant experience in Contact Center Operation Management Information Technology Computer Science or relevant field.
• If no BS degree 10 years of relevant experience.
• Proven experience in operational platform management.
• Strong understanding of contact center technologies (e.g. CRM systems IVR ACD).
• Understanding of VoIP SIP and telephony concepts.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

Skills:

• Familiarity with cloud-based contact center solutions (e.g. Genesys Avaya Cisco Verint Sprinklr).
• Experience with data analytics tools (e.g. Medallia Tableau Power BI).
• Knowledge of customer service metrics and KPIs.
• Strong technical skills including knowledge of software design patterns.
• Knowledge of AI and chatbot technologies.
• Strong analytical and problem-solving skills for innovation.
• Excellent communication and collaboration abilities.
• Strong proactive project management skills with the ability to lead cross-functional teams (internal/external) as well as independently
• Experience with Agile and Scrum methodologies. Experience working with Jira and Confluence preferred.
• Ability to manage multiple high priority projects and meet deadlines.
• Excellent stakeholder management and communication skills.

#LI-RR1

Life @ Samsung - @ Samsung - full-time employees (salaried or hourly) have access to benefits including: Medical Dental Vision Life Insurance 401(k) Employee Purchase Program Tuition Assistance (after 6 months) Paid Time Off Student Loan Program (after 6 months) Wellness Incentives and many more. In addition regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation based on company division and individual performance.

Skills and Qualifications

Has a wide range of experience uses professional concepts and company objectives to resolve complex issues in creative and effective ways

Works on complex issues where analyzing situations or data requires an in-depth evaluation of variables. Exercises judgement in selecting methods techniques and evaluation criteria to obtain results. Determines methods and procedures on new assignments and coordinates others tasks

May manage a group such as coordinating activities regarding costs methods and staffing

Typically requires at least 8 years of related experience and a Bachelors degree; or 6 years and a Masters degree; or a PhD with 3 years

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At Samsung we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities inspiring our talent to be their true selves. Together we are building a better tomorrow for our customers partners and communities.

* Samsung Electronics America Inc. and its subsidiaries are committed to employing a diverse workforce and provide Equal Employment Opportunity for all individuals regardless of race color religion gender age national origin marital status sexual orientation gender identity status as a protected veteran genetic information status as a qualified individual with a disability or any other characteristic protected by law.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application you have a disability and require a reasonable accommodation in order to participate in the application process please contact our Reasonable Accommodation Team ) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.