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Contact Center Project Manager (Transformation)

  • St. Louis
  • Project & Program Management
  • Full time
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The transformation manager is responsible for identifying revenue generating, customer experience, and operational efficiency transformation opportunities. This would include traditional drivers (centralization, standardization, process improvement) as well as digital drivers (intelligent automation, AI and others). Responsible for iteratively analyzing current state and utilizing best practices to develop recommendations on how to improve and optimize current processes. Will work with VP to align solutions to business strategy and partner internally with stakeholders to successfully implement the initiatives.

What you'll do

  • Cultivate cross-functional relationships to gain understanding of business process, challenges, and dependencies

  • Continually evaluate existing technology, processes, procedures, and data usage to understand maturity of business and potential opportunities for improvement

  • Research internal and external best practices to recommend transformative solutions

  • Collaborate with internal stakeholders (technology, legal, compliance, security) to evaluate feasibility of solutions.

  • Build and present business cases to VP for alignment

  • Lead change management efforts by partnering with Project Manager, Training, and Contact Center Director to deliver solution

  • Ensure solutions deliver against security and compliance priorities relating to regulatory necessities and internal policies

What experience you'll need

  • At least 5+ years of project management experience in order to successfully manage project deliverables, stakeholders, and vendors

  • Bachelor's degree (B.A. or B.S.) and/or 5+ years related experience or equivalent combination of education and experience. At least 5 years experience in analyst, project management, or process improvement role; customer service background preferred.

What could set you apart

  • Third Party / Vendor management operations experience strongly preferred

  • Technical requirements preferred: Workforce planning, CRM platform (Salesforce), Telephony (Genesys/InContact)

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
 

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