Senior Manager, Command & Contact Centre Operations
Senior Manager, Command & Contact Centre Operations
Melbourne, Victoria, Australia AU
TeleTech is seeking a Senior Manager, Contact & Command Centre Operations to join our Consulting team. This role is based in Sydney or Melbourne and does require travel.
Do you have a passion for innovating new ways to surprise and delight customers? Do you eat, drink and sleep customer experience? Have you built a career of designing and implementing frictionless interactions between businesses and their customers? That is what we are looking for!
Customer Experience is all we do.
The world has changed. Disruptive technologies, social media, demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TeleTech helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement. Do you have a passion to bring HUMANITY back to business and impact the interactions of billions of individuals by partnering with our clients to build lasting, value-added, seamless customer experiences for their customers?
What we are looking for:
We are looking for a Senior Manager primarily for Contact and Command Centre Operations Consulting in our Service Excellence practice. We need a customer lens on how experiences and engagement is shaped in a multi-channel environment, in particularly how the Contact Centre Operations shape that. The perspective needs to be innovative, looking beyond Technology and tools into the interactions of organizations, process and quality information.
As a Senior Manager, your role focuses on providing strategic, substantial and pragmatic advisory services to client organisations by utilising your deep subject matter expertise, industry knowledge, valuable experience and analytical skills to address clients’ challenges.
What you’ll be doing:
· Client Engagement and Work Stream Management (~85%)
o Hands on delivery of consulting engagements remote and /onsite with clients
o Creation of project deliverables that exceed customer expectations
o Ability to think outside the box and leverage your expertise, TeleTech IP, and other resources to deliver innovative and thought provoking solutions to our clients
o The ability to work in fast paced dynamic environments
o Achieve Individual Utilisation goals
· Intellectual Property Development and Business Development Support (~15%)
o Demonstrate Thought Leadership in the Contact and Command Centre space through the creation of white papers, case studies, blogs or other artifacts that will support clients and other team members
o Serve as the Contact and Command Centre Operations Subject Matter Expert on account teams
o Achieve new client opportunity Identification Goals
What skills you’ll need:
An individual that will lead every day, live life passionately, seek first to understand and always do the right thing….while not being afraid to reach for the amazing!
· Be considered a Command Centre Subject Matter Expert including Contact Centre and Command Centre Operations with experience in workforce planning, reporting, quality and business improvement
· 10+ years’ professional experience including 3+ years management consulting
· Demonstrated experience crafting and implementing consulting solutions to meet complex business challenges and customer needs, such as:
o Successful implementation and/or operations of a WFM Technology stack utilizing tools like NICE/IEX, VERINT or others
o Creation, implementation and utilization of operational processes that created measurable improvements in the performance of a Contact or Command Center
o Worked with a Talent Team to build job profiles, screen and hire qualified team members who are able too effectively integrate into an operations environment
o Build Operational Dashboards around KPIs that are organised around customer outcomes and deliverables
o Worked with a Senior Executive team to create awareness and support for Customer Experience innovation
o Operated a Command Center managing multiple contact center vendors in the delivery of customer service or sales
o Worked as a Consultant to help client team modify their customer experience model to outcomes that were measurable and relevant to the business goals of the company. Some example business goals could be; Top Line Sales Growth, Lower Cost to Serve, Reduced Customer Attrition, Lower Employee Churn, Improved NPS, or Improved Employee Satisfaction.
o Led a project to integrate a Business Process Outsourcer into an existing Customer Service team
o Led a vendor and/or technology evaluation in the areas of Work Force Management, Telephony Services, IVR, Call Recording, Quality Management or other components within the Command and Contact Center environment
· Experience across multiple industry verticals is preferred
· Degree from a globally reputable university in business, information management, or
· Master’s degree a plus.
Specific abilities for a Senior Manager
o Lead and facilitate focus interviews or group discussions with clients
o Perform quantitative analysis through the review and analysis of different reports and other pertinent data
o Bring in structured and methodical problem solving approach to address client challenges
o Develop and present recommendations to client stakeholders
o Develop plans and programs for change implementation in the organization;
o Build effective communication with diverse teams of individuals within client teams
o Translate complex work products into structured project plans and actively manage them with the client teams and stakeholders
o Work to project deliverables and meet deadlines while providing effective communication on status
Who We Are:
TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Consulting team is on a mission to help our clients realize the amazing opportunities available to them, by driving new thinking and transforming the way they create exceptional experiences for their employees and customers. We provide end-to-end advisory and execution services, giving leaders the confidence and tools to re-think how to compete with a combination of our logic, intellect and ability to make sense of the data with our creativity and experience.
The Senior Manager, Contact and Command Centre Operations is a key part of this team, and will use his/her skillset to solve problems, build something new, and work with some of the biggest brands in the world.
What We Offer:
· Global career mobility, professional development, employee recognition programs
· State of the art technology which allows for seamless global connectivity
· Learning and career growth opportunities via our global footprint
· Rich wellness program and health incentives
Lead Everyday Do the Right Thing Reach for Amazing Seek First to Understand Act as One Live life Passionately