Contact Center Operations Manager - Seattle, United States - SPECTRAFORCE

    SPECTRAFORCE
    SPECTRAFORCE Seattle, United States

    2 weeks ago

    SPECTRAFORCE background
    Retail
    Description

    Title: Project/Program Manager

    Duration: 11 months with the high possibility of extension or conversion

    Location: Seattle, WA

    Responsibilities:

    The successful candidate will be a recognized role model for their contact center operations knowledge, program management capability and a record of delivery accomplishment. A strong record of employee and customer advocacy and high judgment are critical for this role.

    Summary of Responsibilities:


    • Support the development and drive project plan to implement ABCS systems and associate support for new marketplace launches.


    • Coordination, evaluation and high standard implementation of Support activities


    • Become a key pivot point for ABCS in order to coordinate activity and drive joint deliverables


    • Create a culture where accountability, engagement, transparency and collaboration are the norm and where rapid deep dives into root causes of any defects is a standard operating practice


    • Act as a Customer advocate by Inspiring their team to go beyond the standard "call of duty" to find creative solutions for our Customers and driving improvements to systems and processes that will benefit Associates and/or Customers.


    • Effectively partner with support teams, such as HR and Finance


    • Demonstrate and encourage a coaching culture throughout the team


    • Foster a work environment that respects and is responsive to the needs of a diverse team


    • Focus on continued improvement of project management life cycle, quality metrics, and customer satisfaction


    • Actively seek feedback and engagement in order to understand launch performance and identify improvement opportunity

    Experience/Competencies required:


    • Bachelor's degree in Computer Science, Engineering, Business, Management, or related field


    • 5+ years program/project management experience in the support and services industries


    • Experience using problem solving and analytical skills to solve business problems and drive process improvements


    • 2+ years' experience influencing others and delivering results cross-functionally.


    • Excellent communication and writing skills for non-technical audience


    • Experience gathering and analyzing data and delivering continuous business improvements


    • Six Sigma, Kaizen, Agile, or other Process Improvement methodologies


    • Ability to work effectively with tight deadlines in a fast-paced environment


    • Attention to detail and proven ability to manage multiple, competing priorities simultaneously


    • Demonstrated ability to work in ambiguous situations and across organizational boundaries


    • An ability to effectively develop key processes and procedures that facilitate efficient planning, reporting and control processes


    • Demonstrated ability to anticipate and manage change in a highly dynamic environment


    • Belief in the value of participating in and contributing to a collaborative team environment


    • Intermediate experience with Excel


    • Fluency in English, Oral and Written (Secondary language as additional advantage)

    Preferred Qualifications/skills:


    • Global experience and distributed teams


    • Contact Center (Phone, email support) experience


    • Experience in external user/customer/partner experience design, Internet products and technologies