Comfortable and experienced leading large call center impacting projects in a large, matrixed organization.
Responsible for configuration, training, and organizational change management to ensure the call center teams’ successful adoption and maintenance of the Amazon Connect platform.
Utilization of the DOR PMO framework to support the reporting, management and communication standards of the organization.
Ability to encourage a positive culture with a focus on constant improvement.
Drive recommendations for future call center improvements based upon experience and best practices to encourage best in class performance.
Deliver an improvement roadmap to help maximize the potential of the Amazon Connect platform to drive down On Hold metric and others.
Serve as a primary point of contact with the Office of Information Technology during the implementation to coordinate aspects of the project.
Qualifications:
Work Experience:
Experience with call center technology and understanding of the systems and key processes that drive a positive customer experience.
Comfortable leading large teams in a remote working environment.
Extensive experience leading organizational change efforts