Location : Anywhere in US
Job Description
The Senior Director will play dual role of Global Call Center Leader and Service Line Leader. He is responsible for the strategic planning, execution of all Call Center operations for Digital Ops and would be part of sales process for all large call center deals. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
Senior Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.
He will be responsible to execute the vision for the operation insuring the Call Center meets customer and organization needs and is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
Primary Responsibilities
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
• Responsible for development and administration of annual department budget to attain business goals with operational stability,
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
• Lead sales process for all large call center deals
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
• Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
• Manage and expand client and coworker relationships,
• Find and close new revenue opportunities within the existing client base,
• Insure compliance with regulatory agency guidelines and standards.
Knowledge, Skills, & Experience Requirements
• Bachelor of Science degree or higher preferred,
• Minimum 15 years of Call Center/Contact Center management experience,
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
• Exceptional ability to develop and manage results-oriented recruiting and training programs
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
• Computer Skills: Microsoft Outlook, Power Point, Word with advanced Excel skills (Salesforce CRM preferred),
Employee Status : Full Time Employee
Shift : Day Job
Travel : Yes, 25 % of the Time
Job Posting : Nov 09 2020
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 194 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant. Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.