Description
The Director of Contact Center Operations is responsible for driving the strategy and overseeing the day-to-day operations for the Consumer Contact Centers. Responsibilities include the oversight of all Contact Center projects, including those related to our end-to-end digitization journey. This individual will develop and leverage strategic partnerships with senior leaders and work with key vendors to ensure the Contact Center operations run smoothly and meet OKR objectives.
Primary responsibilities include:
Developing and working with various to teams to determine appropriate products and services to be offered within the call center organization.
Working with training, communications, and call center leadership (all levels) to implement service to solution programs.
Leading the project team and other members of the Contact Center Operations team.
Managing service to solution relationships with outsourced provider(s).
Providing leadership to analysis and decision making processes related to current and potential customer and colleague delivery solutions.
Business Management & Planning: Create and implement operational or functional business plans aligned with the overall business strategy and organizational policy to ensure the business unit within the span of control has the capacity and capability to achieve targets.
Contribute ideas, innovations, and insights based on operational and customer needs to the overall business plan to ensure the right objectives and focus are set in that plan. Possess/apply industry knowledge/competitor position to best position the organization.
Ensure that the technical infrastructure of the contact center meets the business's growth demand and the needs of the customer. Responsible for assessing customer needs and inputting into the business strategy to help shape future product and service design. Utilize performance metrics to drive quality output.
If working from home, the selected individual must be able to travel to Johnston, RI once a month as needed.
Qualifications
Required Skills/Experience:
15+ years of leadership in call center or related environment.
10 + years of experience in call center technologies, including IVR and AI.
Extensive experience in change and project management.
Extensive background in call center strategic planning and goal setting.
Education, Certifications and/or Other Professional Credentials:
Bachelor Degree required, MBA preferred
Hours & Work Schedule Hours per Week: 40 Work Schedule: Monday - Friday, 8:00am - 5:00pm
This position is not available in Colorado
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Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.