Date Posted: 2021-02-08

Job ID: EB-1433845355
Category: CRM & Direct Marketing
Location: Dallas, Houston OR Atlanta, 

Location: Houston, Dallas, Atlanta, OR Baltimore

As Senior Manager of Contact Center Strategy you will be leading an existing department and driving strategy / execution towards class-leading customer experience. This role seeks an entrepreneurial minded, pragmatic decision-making customer experience expert with proven experience in successful customer service departments.

Responsibility will be omni-channel to delight customers (contacts across phone, email, social, chat, etc.) and will vision set us into a center of excellence for consumer experience. Will work closely across departments to drive solutions that will enhance the customer experience by reducing friction, increasing service quality and levels, while driving creativity via strategy and technology to maintain or reduce overall costs.

The role is a core leader in representing the “consumer’s voice” throughout the organization to ensure that the customer is continuously top-of-mind. Oversee the near and long term of the evolution of the center while ensuring the center is meeting manpower requirements and budget while adequately supporting demand and meeting KPI’s. They will drive strong cross-divisional collaboration to share and develop company’s organizational wide best-in-class customer services strategy and solutions.

The Senior Manager of Contact Center Strategy is responsible for ensuring all customers are satisfied at all times. They are also responsible for identifying and developing all process, performance improvements and efficiencies for the customer as well as the supervision and training of customer service representatives including their performance of all tasks related to in-house communications with patient/client and verification of third-party reimbursement.

Be the leadership voice on business strategy and requirements with IT, to drive the next phase of technology solutions to enable stronger self-service, reduce consumer friction omni-channel, and aid reps in solving contacts faster, cheaper, and at a higher quality.


• 7+ years of experience in Contact Center Inbound call center
• Multichannel experience
• Technology Transformation
• Must be comfortable being a change agent, continuously seeking and implementing improvement
• Staffing modeling & Forecasting

BrainWorks, founded in 1991, is a leading executive search firm that prides itself on delivering superior talent to drive business performance. Our consultants are experts in their practice areas, which include CRM, Direct / Database Marketing and Customer Sciences / Advanced Analytics.

The Relationship Marketing and Decision Sciences Practice Group places top performing candidates, from mid-level managers to C-level executives, with companies spanning from entrepreneurial start-ups to Fortune 500’s. Some of the business areas in which these candidates specialize include the following: Statistical Modeling, Advanced Analytics, Web Analytics, Digital Analytics, Customer Analytics, and Campaign Management.

When you partner with BrainWorks you will receive industry expertise coupled with quality, speed and results guaranteeing a great hire. We look forward to having the opportunity to work with you

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