Director Of Contact Center Operations

Newark, NJ Job ID: 10533 Job Category: Consumer Products

Job ID: 11830
Category: CRM & Direct Marketing
Location: Manchester, NH

The Director of Contact Center Operations is a leader in the customer experience team. The individual will use critical thinking to identify the strengths and weaknesses of our contact center operation from both a customer and staff perspective to optimize and improve inter-departmental and customer communication. The Director will oversee and structure teams in the contact center that directly interact with and inform the Customer Experience. They will work closely with Marketing and Customer Experience Teams on the strategy and execution of customer-facing contact center operations.

Ideal Candidate:

• 8-10+ years of Business Experience
• 3- 5+ Years’ experience with WFM
• 5+ years’ experience managing people
• Have managed a call/contact center of > 500 people
• Proficient in forecasting and CX
• Experience in omni-channel programs