The Contact Center Shared Services is responsible for serving all KnitWell Brands and while based in Columbus, OH, able to travel and provide regular onsite leadership to operations teams (i.e., Knoxville contact center, other KnitWell domestic centers, and 3rd Party outsourcer locations.

The ideal candidate will have a strong background in multi-channel call center management and operations and a proven history of successfully managing a large-scale, collaborative call center staffing vendor relationship. It is necessary to have an understanding of 3rd party outsourced operations models with an emphasis on leveraging best value including champion-challenger strategies This person will perform competitive analyses, identify business opportunities, develop ROI cases, champion projects through the approval process, and manage and optimize seasonal staffing models while also leading a core team of full-time employees.

Multiple KnitWell brand contact center budgets will need to be optimized leveraging economies of scale in technologies and use of cross-trained labor where applicable, while achieving top box CSAT scores.

This position requires partnership and constant communication with business leaders and cross-functional partners throughout the organization.

• Function as a client advocate, ensuring the best possible client experiences at scale across various modes of communication.
• Manage customer experience outsourcing management vendor and associated budget.
• Own, manage and optimize all related Contact Center budgets and vendor contract activities.
• Lead a core team and oversee both internal and external labor resources, in-house and 3rd Party to efficiently support the Ascena Brands contact center operations.
• Work with cross functional business partners and teams to identify new feature sets or technology and develop business plans and approaches to achieve goals. Must be open to innovative ideas, test and learn and collaboration.
• Accountability for understanding the business processes and operational activities both internal and external to drive analysis of current state and make recommendations for enhancements and process improvements.
• Contribute to ongoing E-commerce and drive Contact Center technology roadmaps, ensuring timely delivery of all projects and clear and impactful reporting on results.
• Research, and analyze new business and operational opportunities in the multichannel space to “work smarter vs harder;” An example is leveraging artificial intelligence to minimize reliance on live agent labor.
• Define the project management workflow and lifecycle for all initiatives.
• Responsible for developing of key business continuity documents and standard operating procedure playbooks.
• Work with the cross functional teams across the company to make sure all parties understand the initiatives and what implications the project may have to their teams.
• Measure the effectiveness of new features and programs by leveraging analytics and associate data points to refine performance over time.
• Assume budget responsibilities and communication to internal and external parties to ensure project is delivered on time and in scope.

• Practical experience working with third party business process outsource vendors and building those relationships of trust and achieving brand goals.
• Understands how to compare service provider services to be able to maximize value for the brands.
• 7-10 years’ experience in a multi-brand, multi-channel contact center environment
• BA/BS degree or equivalent experience required.
• Proven business analysis and project management success
• Ability to manage multiple projects and requests simultaneously and under high pressure and tight deadlines.
• Excellent verbal and written communication skills
• Expert in Microsoft Project, Excel, Word, and PowerPoint required.
• Strong quantitative analysis skills
• Ability to partner effectively in a highly matrixed organization.
• Retail E-Commerce, Mobile, Social or Multi-channel experience preferred.