A Manager Role Focused on Delivering High-Quality Customer Experience

Job Title:

Delivery Contact Center Manager
Job Description:

We are seeking a highly skilled and experienced Delivery Contact Center Manager to join our team. This role will be responsible for partnering with the Scaled Services Contact Center to resolve employee query issues, monitor performance, ensure high-quality services, and analyze feedback to improve customer satisfaction.
Key Responsibilities:
• Partner with Scaled Services Contact Center to maintain understanding of issues and direct paths to resolution, analyzing symptoms, call and query logs, and data to resolve issues
• Serve as a liaison between the Scaled Services Contact Center and other departments, addressing cross-functional dependencies
Performance Monitoring and Quality Control:
• Monitor the performance management for Scaled Services Contact Center employees and participate in Contact Center quality control sessions
• Audit the quality of the Scaled Services Contact Center to ensure a high standard of service delivery
Service Excellence and Feedback Management:
• Ensure that Self and Concierge services provided to employees meet the agreed upon SLAs and standards, ensuring that employees receive exceptional customer service and their queries are effectively addressed and resolved
• Analyze and understand feedback from Scaled Services Contact Center customers and stakeholders, communicating findings to Scaled Services Contact Center
Required Qualifications:
• Degree in Human Resources, Business Administration, Organizational Development / Design, or related field; advanced degree preferred
• Experience working in Human Resources, Employee Experience, or Contact Center Delivery
• Experience operating in large, multi-national corporations in a highly matrixed, complex structure
• Experience working across many countries and cultures
• Understands the needs and challenges of global leaders
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
• Knowledge of learning management systems trends, regulations, and best practices
• Experience working and collaborating with global teams across multiple regions
• Capable of driving cross-functional alignment to streamline processes and initiatives
• Proficient in supporting and contributing to the success of complex, diverse teams across global markets
PREFERRED QUALIFICATIONS:
• Contact Center Delivery Expertise & Skills
• Technical knowledge in areas of employee experience or contact center delivery
• Excellent analytical, problem-solving, and data-analysis skills
• Ability to write well and communicate effectively across all layers of the organization
• Knowledge of HR compliance and data privacy regulations
• Strong business acumen
• Open to learning new systems and processes
• Exceptional communication (verbal and written) and interpersonal skills
• Positive attitude and a willingness to learn; self-starter
• Strong ability to influence others; able to build and drive a strong business case for people as a growth driver
• Continuous improvement and growth mindset