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Sr. Manager, Contact Center Systems


Job Id : 4368

Jobtitle : Sr. Manager, Contact Center Systems

Location : Dulles, VA

Company Name : Verizon Media

Industry : Information Technology

Salary : $65,000 - $95,000  YEAR

Job type : Fulltime

Posted on: 2019-08-21


Required Skills : Sr. Manager, Contact Center Systems

Benefits : No benefits are available


KEY RESPONSIBILITIES :

  • Lead a team of motivated individuals and set the strategic and tactical priorities for the group that aligns with the overarching goals of Member Services

  • Manage the Contact Center Systems portfolio (i.e. Salesforce Service Cloud, Telephony Systems) and making it efficient for operations and the rest of the business.

  • Proactively capture and synthesize internal customer feedback and help establish the roadmaps

  • Identify important, unsolved customer problems and create innovative ways of solving them

  • Clearly communicate the systems roadmap to all levels of organization

  • Partner with cross-functional leaders (e.g. Engineering, Training, Operations et al) to manage on-time project delivery and business expectations

  • Contribute and participate in user acceptance testing

  • Collaborate with engineering leaders to plan resources and staff projects 

  • Key contributor on complex initiatives that has a significant impact on the business.

  • Stakeholder and contributor to UX designs

  • Deep subject matter expert in the business function e.g. How a help site can reduce contact center load

  • Develop new concepts, techniques for scaling (e.g. How to deflect incoming agent volume)

  • Can be a decision-maker for problems/issues with high visibility or urgency.

MINIMUM QUALIFICATIONS :

  • Bachelors’ degree in Computer Science or equivalent

  • 7-10+ years experience in customer care function. 

  • 5+ years hands-on experience in CRM tools, specifically Salesforce Service Cloud and other contact center systems like IVR, WFM and QM

  • 3+ years of experience managing a large team (5+ people) across geographies

  • Experience gathering requirements, managing backlog and defining roadmap

  • A passion for understanding customer problems and a track record of creating great customer experiences to solve those problems

  • Strong analytical and problem-solving skills and a track record of data-driven decision making

  • Ability to present ideas in business-friendly and user-friendly language to end users and senior management.

  • Knowledge of Agile software development process is a plus including Jira

The Care Product Organization's overall charter is to define, implement and manage products, systems to support the Customer Care function within Member Services group.

As a Senior leader within the organization, you will be responsible for leading a team of Product Owners and System administrators, building strong business partner relations, developing business solutions as needed for the Member Services organization. You must be business and technical savvy.

You will heavily interact with various senior business leaders to understand their priorities, pain points, and opportunities and translate that into key business initiatives and drive towards delivering tangible results to the organization. You must be able to communicate with all areas of the company. 

Verizon Media is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Verizon Media is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please email [email protected] or call 408-336-1409. Emails/calls received for non-disability related issues, such as following up on an application, will not receive a response.

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