Senior Manager, Contact Center Operations (Hybrid)
Core
End-to-end performance and long-term strategy for multiple Contact Center functions (Service, Application Support, Loan Processing, Collections, Complaints) across all P&Ls.
Role type
Senior Manager, Contact Center Operations
Builds
Global contact center operations and strategic alignment across P&Ls
Domain
Financial Services / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Contact center operations management, P&L management, strategic planning, complex data analysis, organizational change management, executive communication, mentoring senior leaders, stakeholder partnership building
Preferred skills
Financial services experience, banking products management
Technologies
Global data analysis and reporting infrastructure
Responsibilities
Define and execute strategy for core contact center functions, direct creation of global data analysis infrastructure, develop and engage Operations Leaders, nurture strategic relationships with P&L Leads and stakeholders, lead organization-wide transformation initiatives, lead internal and external communication for the function
Seniority
Senior, hands-on IC with executive leadership scope