Contact Center Practice Lead

Remote
Full Time
Experienced
THIS IS A FULL-TIME EMPLOYMENT OPPORTUNITY

Position Summary:
The Contact Center Practice Lead is a hands-on action-oriented and passionate leader with exceptional expertise in the complex, multi-dimensional components of contact center support functions, including reporting and analytics, workforce management, quality assurance, and training. This role is accountable for the overall operations of our Contact Center. 

This role will shape and influence how these functions will mature and function together, providing the backbone that underpins the exceptional customer experience our company promises and delivers to our valued clients. This role will also focus on building towards being a BPO (Business Process Outsourcing) contact center in the future. 

Job Duties and Responsibilities include:
  • Leadership and Development: Demonstrate leadership, knowledge, and application of industry contact center support processes, workforce planning, standards of practice, policies and procedures, quality improvement processes, and the goals of the organization. Hire the best staff within the team and monitor staff training to ensure new and existing business enablement support team members can deliver on their role-specific mandate, as well as the mission, vision, and values of CX Solutions. 
  • Operational Management: Day-to-day management of the respective teams to develop and maintain operational programs to meet business objectives. Foster an environment of continuous learning, employee development, and innovation. 
  • Strategic Partnership: Work with the contact center leadership team to define how we can leverage innovative processes, technologies, and proven industry best practices to better enable our operations front line and deliver the highest quality services for our clients. Serve as the key knowledge resource and functional lead representing the contact center to internal stakeholders, with a strong understanding of all key performance metrics and their associated drivers. 
  • Program Development: Own the continuous development and implementation of critical operating programs such as target setting, proactive goal setting. and incentive programs. Drive process improvement and technology optimization to help assist the production teams to manage service SLAs and optimize resourcing to meet future demand. 
  • Business Enablement: Own and implement a culture of performance excellence through client and quality centric program monitoring, and continuous improvement. Establish, monitor, and maintain current and future operational policies and procedures (SOPs), performance measures, metrics, and production control processes. 
  • Process Improvement: Conduct process mapping, analysis, and redesign to drive operational improvements. Identify and develop processes to optimize efficiency, productivity, and workflow while ensuring compliance with internal and external controls. 
  • Project Leadership: Successfully lead large projects and help the operations grow and scale over time. Participate in business reviews and help drive discussions to identify and improve outcomes. Work with key stakeholders to determine service needs and the 3-5 year roadmap to meet the current and future Contact Center Growth. 
  • Opportunity Review and RFP Response: Review opportunities and respond to RFPs. 
  • Billing and AR Collection: Oversee the billing process to ensure accuracy and timeliness. Develop and implement strategies for effective accounts receivable (AR) collection to minimize outstanding balances and improve cash flow. 
  • Perform other duties as assigned
  • Complete all required compliance training as required

Skills and Competencies:
  • Demonstrate initiative-taking approach to problem solving with a strong decision-making acumen, demonstrated ability to take initiative. 
  • Proficiency in continuous improvement, business transformation and operational excellence 
  • Excellent people skills and the ability to effectively build and extend relationships with diverse groups of people including partners, policyholders, and team members. 
  • Excellent organizational skills and attention to detail 
  • In depth understanding in Contact Center operations including technologies and data management 
  • Demonstrate Project Management expertise  
  • Ability to manage project budgets and create meaningful projections for strategic decision making 
  • Ability to manage client expectations, subcontractor relationships, and overall contract with client to ensure success of project(s). 
  • Ability to communicate effectively, verbally and in writing 
  • Excellent time management skills with a proven ability to meet deadlines 
  • Ability to work independently and pro-actively identify key steps to complete requested client outcomes 
  • Demonstrate history of Contact Center agent performance monitoring, coaching and counseling 
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting key performance indicators and metrics related to a Contact Center 
  • Strong working knowledge of Microsoft Office, Word, and Excel 
Education and Experience:
  • Bachelor’s degree with a business discipline or equivalent experience 
  • 10+ years of leadership experience in a contact center environment and in a business enablement support role (Workforce planning, Business Analytics, Quality, and Training)
  • Strong analytical and problem-solving skills (Certification and/or work experience in process engineering and/or quality management methodology. 
  • Demonstrate experience as a change champion and strong people leader. 
  • Strong understanding of organizational development, policy development, and people practices. 
  • Ability to think critically and apply rigor yet move with the pace of a high-growth organization. 
  • Ability to communicate with all levels of the organization and corporate leadership. 
  • Excellent writing skills with attention to detail and accuracy, as well as the ability to meet critical deadlines in a timely and effective manner. 
Travel Requirement: 
  • This will be a remote position; however, you must have the ability and willingness to deploy to projects sites for at least 2 weeks at a time with travel being a possibility of up to 50%    

Job Description Disclaimer: This position description incorporates the core responsibilities of the job. It recognizes that other related duties not specifically mentioned might also be performed, and that not all responsibilities may be carried out depending on operational needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Upon hire, secondary employment and other employment restrictions must be disclosed and approved.

Tidal Basin Holdco, LLC, and its subsidiaries and affiliated companies, which includes LLC/TB Customer Relations, are an Equal Employment Opportunity Employer.


 
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