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senior manager shared services, Partner & Customer Service
2 years ago
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The senior manager, Shared Services improves the contact center experience by ensuring contact center agents and Centers of Excellence (COEs) have the tools, resources and protocol to exceed customer and/or partner expectations. Supports strategic planning with the business units as well as discovers opportunities for improvement. Manages, develops and implements new programs, systems, or processes that improve productivity, reduce costs, and streamlines operations.
- Responsible for planning, designing, and implementing solutions that will seamlessly integrate into all aspects of existing contact center operations, including effective sustainment strategies. Engages with the business on upcoming projects that will have an impact on the contact center volume, systems or processes to provide subject matter expertise.
- Provides functional expertise, information, data and recommendations to support decision-making.
- Collaborates and establishes partnerships with support and business units to continuously innovate and redesign programs to better serve our customers and partners. Creates continuous feedback loops with internal customers and business partners to ensure alignment.
- Expert in building and establishing relationships across all levels both within and external to the organization.
- Skilled in influencing and managing change
- Ability to analyze and diagnose problems and to gain buy-in for complex cross-departmental solutions
- Ability to coach and mento team members
- Bachelor’s degree or significant relevant experience
- 7 years working across functional areas to design, develop and implement effective business solutions that align with company and business unit/department objectives
- 5 years of implementation and/or project management
- 5 years of assessing the impact of change and developing processes to ensure effective implementation and user acceptance of new processes, products, procedures or methods
Preferred Qualifications
- Lean/Six Sigma experience
- Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use