Director- CRM Service Effectiveness/Contact Center

 
Job ID: Job-0710       

location:       Prefer Northeastern USA
Jobtype:        Permanent      
Rate:   $170K - $180K +bonus
       
Description:    Projected Travel: 80% Domestic USA 
The role is a combination of practice development and delivery 
· Responsible for leading CRM Strategy and Transformation for Service Effectiveness and Contact Center practice. Will develop the value proposition for the practice, and be responsible for practice development and delivery. Proven architect and manager of high-performance teams ? Operations efficiency specialist, implementing best practices and improving KPIs ? Skilled technology analyst with comprehensive knowledge of call center technologies and solutions Consulting specialist in turnaround management of at-risk projects, consistently delivering transformed projects on-time/on-budget 

· Responsible for Business Unit Development– competency and business development plans. 

· Process improvement activities- using the "Voice of the Customer" to maximize revenue, reduce expenses, improve customer satisfaction, retain profitable customers. Transcends organizational boundaries to build a unified commitment to the customer experience and ultimately long-term customer loyalty and competitive differentiator. Focused on winning in marketplace. 
· Leads by example and encourages outstanding performance throughout the business. Willingness to "roll up sleeves," to meet objectives. 
· Strong coach and mentor, valuing teamwork and diversity. Grasps new concepts quickly and thrives in a fast-paced environment. 

Job Requirements 
Seasoned Call Center Professional leveraging 15+ years leadership experience in Operations Management and Project Management 
ICMI Certified (ideal) 
? Mobilizations and implementations 
? Deep knowledge of project lifecycle 
? Benchmarking and performance metrics 
? BPO/CRM project and program management 
? Multi-site inbound/outbound call center expertise 
? Superior client management skills 
? Process standardization and redesign 
? Change management 
? Excellent time-management and organizational skills with strong attention to detail 
? Vendor selection and management 
? Business strategy, sales and service delivery 
? Well versed in the following products (not looking for a developer but a strategist well versed in technology: 

? Platforms: Avaya, Cisco, Genesys, LiveOps, VoIP 
? ACDs: Aspect, Avaya, Genesys, LiveOps, Nortel, Rockwell 
? Queue Monitoring software: Avaya CMS, Centervue, Aspect Producer/Director, Meridian 
? CRM software: Clarify, Siebel, salesforce.com, SAP, Remedy, 
? QA software: LiveOps, Nice, Witness 

Email resume in Word to TheBigGameHunter@cisny.com. Please include the job code for the position with your resume. 

NO RELOCATION. NO VISA TRANSFERS. NO OVERSEAS RESUMES. NO 3RD PARTIES. 

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