Lead the design, implementation, and continuous improvement of workflows and policies that support both Assisted and Self-Service experiences
Deliver optimal workflows and policies for Assisted Service and identify analogous account action workflows for Self Service where applicable
Collaborate with Legal, Business Operations, and Launch Readiness teams to ensure workflow and policy changes meet legal and business requirements
Partner with tech product stakeholders to request and prioritize tooling adjustments that support workflow and policy optimization
Coordinate with Internal Communications, Knowledge Management, Training, and Quality teams to ensure timely and effective communication of workflow and policy changes to Operations and frontline agents
Ensure operational excellence, legal compliance, and a seamless experience for agents and viewers
Requirements
Bachelor’s Degree or 7+ years of equivalent experience in program management in a contact center environment, contact center workflow design, or contact center operations strategy
Experience working with international Business Process Outsourcers
Experience working with contact center technology such as Salesforce and Nice platforms
Proven ability to lead cross-functional initiatives in a fast-paced, matrixed environment
Strong understanding of customer service operations and tooling ecosystems
Excellent communication, stakeholder management, and problem-solving skills
Experience with change management, training coordination, and communications strategy is a plus
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