Manager II, Global Contact Center Technology

Overview

POSITION SUMMARY STATEMENT : The Contact Center Operations Manager II leads a team, focusing on ensuring on-time and accurate delivery of team goals. This role coordinates with other cross-functional teams to ensure delivery. Expertise on multiple Contact Center Technology platforms for the Global organization; provides support, architecture, training guidance, and leads release management throughout the environment globally. Ability to collaborate with diverse business & IT teams internationally to seek & deploy the best solution for each country. Responsibilities

Manages a team (5+) in Contact Center Operations Lead Contact Center engineering team to build and refine estimates for proposed or assigned work and capability to be delivered by their area Define, track, and report delivery commitments, including description, date, and dependencies, to the project managers and other stakeholders Manage the life cycle for each technology owned by the team, and factor this information into estimates, commitments, and roadmaps Know and manage the Total Cost of Ownership (TCO) for any technology or applications owned by their team Manage the architectural and related documentation for each technology owned by the team, ensuring that the documentation is current and adequate Manage and develop the talent on their team, including Engagement, well-being, refining, and execution, with the goal of building and maintaining a high-performance team Ensure team delivers high-quality, accurate, viable, and reliable products Coach, guide, and provide mentorship to team Work closely with other cross-functional teams to enable team productivity Coordinate and supervise creation of team deliverables Escalate risks and resolve issues to enable team delivery Lead a team of Contact Center engineers Lead Change Management processes for Contact Center Technology Manage cross-departmental relationships Lead hands-on support to troubleshoot, diagnose, and resolve business-impacting contact center service outages globally Participate in 24 / 7 on-call rotation to support production of the contact center globally Develop, document, and implement procedures to streamline support and design efforts Assist business in contact center design & implementation to best utilize the product suite and recommend appropriate courses of action to developers / technicians and management on technical and infrastructure issues Recommend proactive courses of action to maintain cost effectiveness and competitiveness Proactively assist in defining direction for future technology, infrastructure or architecture projects Work with other regional teams to ensure technology process and support integration Manage cross-functional projects between various organizations Provide leadership and serve as a technical resource for the team Train and develop new processes Ability to travel domestically / internationally up to 15% Must have current / valid passport Qualifications

Strong attention to detail, problem-solving skills, and verbal / written communication with both technical and non-technical audiences Extensive knowledge of Contact Center Technology and methodology Expert in Contact Center Operations Understand Contact Center CRM and external application integration Provide technical architecture leadership, analysis, design, development, and enhancement Ability to manage a team Ability to deliver results and manage performance of teams Ability to develop and motivate others Fluent in English Extensive practical knowledge of all layers of the OSI network model Applied expert knowledge of contact center environments and applications Applied knowledge of WAN and LAN technologies Experience in designing, planning, and implementing contact center solutions Good verbal, written, interpersonal, and presentation skills Ability to work constructively in a team environment Ability to solve practical problems and carry out responsibilities under general to minimal supervision Ability to organize workload for effective implementation Strong customer and results orientation Ability to interact effectively at all levels with sensitivity to cultural diversity Ability to function as an effective team member Ability to adapt as the external environment and organization evolves Preferred Qualifications

Multi-lingual is a plus Experience

7+ years experience in Contact Center Operations or related field Prior experience leading teams is a plus Education

BA or BS in Information Technology or equivalent experience Principles & Related Competencies

Ethical : Complies with policies and procedures; maintains confidentiality; acts with integrity, honesty and respect Leader : Communicates the big picture; gives and receives feedback; fosters information sharing and cooperation; celebrates the team; communicates clearly Collaborative : Fosters cross-team collaboration and information sharing; supports teamwork Looks Beyond Oneself : Demonstrates servant leadership; develops a vision and fosters achievement; values diversity Drives Innovation : Seeks improvements and creative solutions; learns from failures and successes Delivers Change : Leads change; understands the business; creates urgency for benefits; remains flexible Seniority level

Mid-Senior level Employment type

Full-time Job function

Other Industries : Wellness and Fitness Services

#J-18808-Ljbffr