Description
18+ years domestic / international experience managing multi-site business / contact center operations that include: operational strategy KPI management process improvement quality programs customer experience (VoC / NPS / CSAT) training online help / self-service social media workforce management (capacity planning / forecasting scheduling intraday mgt and service level / staffing optimization) budget / P&L management IT / telecom infrastructure financial / operational metric reporting and procurement. Proven success defining developing and implementing VoC programs to capture customer / client feedback and translate to an actionable closed-loop process to promote issue resolution process improvement product development organizational learning increased customer satisfaction and retention. * 20+ years experience building and leading high-performing customer-centric and collaborative teams focused on driving value KPI performance customer / client satisfaction retention and growth. * 12+ years experience managing domestic / international contact center site launches to include: site evaluation real estate negotiations government entity relations facility build-out IT / telecom infrastructure contact center technology / systems implementation operational business unit / program launches workforce management ROI analysis / budgeting and on-going capacity planning / site life-cycle. * Extensive client relationship management and consulting experience (domestic / international) positioning value-added service offerings at the stakeholder / C-level. Significant negotiation issue identification and resolution skills as well as strategic planning / initiative evaluation and business case (ROI) development. * Demonstrated program / project management proficiency and 12+ years experience leading cross-functional teams for client implementations software development systems implementation site launches / facility build-out IT / telecom infrastructure and business unit operations utilizing PMP methodologies.
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