Global Contact Center Manager

Summary:

The Contact Center Operations Manager II leads a team focusing on ensuring on-time and accurate delivery of team goals. This role coordinates with other cross-functional teams to ensure delivery. Expertise on multiple Contact Center Technology platforms for the Global organization; provides support architecture training guidance and leads release management throughout the environment globally. Ability to collaborate with diverse business & IT teams internationally to seek & deploy the best solution for each country.

Responsibilities:

Manages a team (5) in Contact Center Operations

Lead Contact center engineering team to build and refine estimates for proposed or assigned work and capability to be delivered by their area

Define track and report delivery commitments including description date and dependencies to the project managers and other stakeholders

Manage the life cycle for each technology owned by the team and factor this information into estimates commitments and roadmaps

Know and manage the TCO (Total Cost of Ownership) for any technology or applications owned by their team

Manage the architectural and related documentation for each technology owned by the team ensuring that the documentation is current adequate

Manage and develop the talent on their team including engagement well-being refining and execution with the goal of building and maintaining a high-performance team

Ensures team delivers high quality accurate viable and reliable products

Coaches guides and provides mentorship to team

Works closely with other cross-functional teams to enable team productivity

Coordinates and supervises creation of team deliverables

Escalates risks and resolves issues to enable team delivery

Leads a team of Contact Center engineers

Lead Change Management processes for Contact Center Technology

Manages and develops cross departmental relationships

Leads hands-on support in order to troubleshoot diagnose and resolve business impacting contact center service outages globally.

Participate in 24/7 on-call rotation to support production of the contact center globally.

Develop document implement procedures to streamline support and design efforts.

Assist business in contact center design & implementation to best utilize the product suite and recommends appropriate courses of action to developers/technicians and management on technical and infrastructure issues

Recommend proactive courses of action to maintain cost effectiveness and competitiveness

Proactively assists in defining direction for future technology infrastructure or architecture projects

Works with other regional teams to ensure technology process and support integration Manage cross functional projects between various organizations

Provide leadership and serve as a technical resource for the team.

Train and develop new processes

Must have current/valid passport

Ability to travel domestically/internationally up to 15%

Requirements

Strong attention to detail problem-solving skills and verbal/written communication with both technical and non-technical audiences

Extensive knowledge of Contact Center Technology and methodology

Expert in Contact Center Operations

Understand Contact Center CRM and external application integration

Provide technical architecture leadership analysis design development and enhancement

Ability to manage a team

Ability to deliver results and manage performance of teams

Ability to develop and motivate others

Fluent in English

Extensive practical knowledge of all layers of the OSI network model

Applied expert knowledge of contact center environments and applications.

Applied knowledge of WAN and LAN technologies

Experience in designing planning and implementing contact center solutions.

Must have good verbal written interpersonal and presentation skills

Must be able to work constructively in a team environment

Ability to solve practical problems and carry out responsibilities under general to minimal supervision

Ability to organize workload for effective implementation

Strong customer and results orientation

Ability to interact effectively at all levels with sensitivity to cultural diversity

Ability to function as an effective team member

Ability to adapt as the external environment and organization evolves

Multi-lingual is a plus

Prior experience leading teams

7 years experience in Contact Center Operations or related field

BA or BS in Information Technology or equivalent experience

Multi-lingual is a plus

Prior experience leading teams