Service Center

Operational Execution

· Demonstrate a strong ability to lead, develop, and inspire others to achieve success

· Create and maintain a high level of awareness and accountability with Customer Success Team leadership including Supervisors, Trainer, Leads and Customer Facing teammates.

· Quarterly workforce planning using Workforce management

· All long-term Staffing Needs; Recruiting and Retention

· Partner with Glass Field Operations and Strategic Accounts on improvement opportunities

· Develop multi-year strategy for Caliber Auto Glass Contact Center and share across organization

· Collaborate across business units to continue to innovate and deliver EBITDA growth

· Develop and maintain relationships with clients, customers and BPO Partners, ensuring alignment with organizational goals and standards.

· Ability to lead and present operational results in Customer meetings and QBRs.

BPO Management

· Ensure service level agreements (SLAs), and pricing structures with BPO to optimize value and performance.

· Conduct regular performance evaluations of BPO to ensure adherence to contractual obligations and service standards.

· Address and resolve any escalated issues or disputes with BPO in a timely and efficient manner.

Strategy & Project Delivery

· Develop multi-year roadmap for Contact Center innovation

· Thought leader on contact center innovation projects from inception to completion, ensuring timely delivery within budgetary constraints.

· Collaborate with internal stakeholders to define project requirements, objectives, and success criteria.

· Communicate project updates, milestones, and outcomes to relevant stakeholders, including senior management.

Industry Experience

· Stay abreast of industry trends, best practices, and emerging technologies within the contact center space.

· Utilize industry knowledge to identify opportunities for process improvements, efficiency gains, and innovation.

· Benchmark organizational performance against industry standards and competitors, recommending strategies for continuous improvement.

· Maintain relationships within industry to ensure best practices are implemented through

· Utilize customer feedback, analytics, and insights to drive improvements in vendor performance and service delivery.

· Champion a customer-centric approach in customer management strategies to enhance overall customer satisfaction and loyalty.

Qualifications

· Bachelor’s degree in business administration, Contact Center Management or related field or industry experience. Advanced degree or certification(e.g., PMP, Six Sigma) preferred.

· Up to 25% travel as required

· Proven track record of leading, building and expanding global contact center operations.

· Experience with NICE CX One Platform and WFM – IEX highly preferred

· Strong understanding of contact center technologies, including CRM systems, IVR platforms, and omnichannel communication tools.

· Excellent communication, negotiation, and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.

· Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.

· Solid analytical and problem-solving skills, with a keen attention to detail and a focus on continuous improvement.