Career Area:
Digital
Job Description:
This position will be responsible for service delivery by the digital operations team and 3rd party vendors. Service delivery management will include quality, training, channel management, achieving service level metrics, workforce management planning, support cost optimization, and staffing efficiencies. Will oversee operational continuous improvement initiatives to advance customer.
JOB RELATED STATISTICS:
Indeterminate
JOB DUTIES: • Provide team leadership and oversight to digital operations team • Validate business requirements for an application or process. • Validate solution design, including prototyping and configuration for an application or process • Validate process documentation for the application or process. • Participate in test script creation for new content releases or deployments for an application or process. • Review and approve test plans as required by new content releases or deployments for an application or process. • Review and approve end user training materials for an application or process. • Establish business rules for the use of an application or process. • Establish security data classifications for the application or process. • Business escalation point for any conflicts or concerns with the application or process. • Assist in managing contracts as needed for consulting or external interfaces for the application or process. • Represent the application or process with other areas of the business who use or integrate with this part of the business. • Seek input from relevant areas of the business that should have inputs to this application or process. • Understanding, evaluating and reacting to routine problems or situations with external contacts is also part of this assignment. • Interaction is within the framework of existing business policies and practices and/or established business relationships. • Problems and issues usually involve careful interpretation, analysis or diagnosis. • Identify the nature of a complex or undefined problem and then develop the best solution or application from numerous alternatives. • Develop well-prepared action plans for the current year and has a clear sense of what needs to be achieved in the year to come.
Employee may also be responsible for performing other job duties occasionally as assigned.
Basic Qualifications:
• 8 or more years of experience working BPO, Contract Center Operations • Contact Center Operations experience including software and tools such as Salesforce, CRM platforms, call monitoring tools, telephony platforms, etc
Interpersonal skills to deal with sensitive, emotional or potentially controversial situations. • Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of subordinates as needed • This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.
Top Candidates Will Have: • Experience with the use of Salesforce specifically Case Management • Strong planning and communication skills • Vendor Management experience • Understands telephony infrastructure
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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