Contact Center Scheduling Manager jobs in New Jersey

Title : Customer Experience Contact Center Strategy and Operations Manager

Location : Jersey City, NJ

Experience in Financial Services is require

Summar

y : We are looking for a Customer Experience Strategy and Service Operations Consultant who will help drive service operations work initially with a focus on contact center transformation.

The consultant must have a passion for customer and employee experience and be able to think holistically and connect front stage experiences with backstage people process and technology.

To be successful in this role you must be able to navigate a complex matrixed environment be able to manage competing demands of delivery and business development and be able to offer expertise on numerous customer experience and service operations topics to client executive

s.Responsibiliti

• esGather insights by researching customer needs preferences and market trends to inform strategic decisions related to customer experienc
• e.Support developing content such as thought leadership proposals and client presentations as part of business development effort
• s.Deliver in the market through serving as an experienced consultant on a wide range of service operations related engagement
• s.Own and deliver work products like service design blueprints strategic roadmaps technology assessments and KPI development document
• s.Oversee junior consultants and work alongside them to deliver against our goal
• s.Support new alliance and vendor relationships Develop new tools assets and accelerators that can be used to industrialize the offe

Requireme

• nt : Experience with financial service organizations Insurance Banking Wealth and Asset Management Ability to analyze complex topics and digest information quick
• ly.Ability to create compelling presentations and manage excel efficient
• ly.Understand Contact Center operations including processes and high level understanding of the underlying technolo
• ls.Ability to weave together unrelated components of projects unifying them into a cohesive strategy story Awareness of business financials and how to marry metrics with business financial outcomes Nice to have Skil
• ls.Understand and map operational processes identifying areas for improvement and implementing solutions to enhance efficiency and effectivene
• ss.Understand Agile Delivery practices Intermediate knowledge of zero based design and workshop too
• ls.Experience running workshops and dynamic client meetings Know how to be nimble in dialogue and drive conversations with executive level clients Experience structuring large strategic and transformative delivery programs Understand CRM Technolog

Last updated : 2024-05-30