contact center director

VENTRA Health

<div>About Us:
<div>
Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.</div><ul><li>
Come Join Our Team!<ul><li><div>
As part of our robust Rewards &amp; Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards.</div></li></ul></li><li><div>
Help Us Grow Our Dream Team &mdash; Join Us, Refer a Friend, and Earn a Referral Bonus!</div></li></ul>
Job Summary:
<ul><li>The Contact Center Team Lead serves as a senior member of the Contact Center team and acts as the first line of support for Contact Center Specialists. This role assists Supervisors with day-to-day operations, training, and escalations while maintaining active participation in patient support activities. The Lead supports service delivery by resolving complex issues, mentoring peers, monitoring queue performance, and promoting adherence to quality and productivity standards.</li></ul><div></div><div> 
The Contact Center Team Lead balances leadership responsibilities with hands-on operational duties and is expected to spend at least 50% of their time actively answering calls and assisting patients to ensure service level goals and frontline expertise are maintained. This role provides operational direction and support to Contact Center Specialists but does not have formal supervisory authority.
</div>Essential Functions and Tasks:
<ul><li>Serve as a subject matter expert (SME) on contact center systems, processes, and workflows.</li><li>
Support Supervisors by handling escalated calls, emails, and complex inquiries requiring advanced problem-solving or cross-department collaboration.</li><li>
Provide real-time guidance and support to Contact Center Specialists to ensure accuracy, empathy, and adherence to quality and compliance standards.</li><li>
Conduct peer mentoring, side-by-side coaching, and participate in quality calibration sessions to ensure consistency in performance expectations.</li><li>
Assist Supervisors with onboarding, refresher training, and the communication of new policies, procedures, and system updates.</li><li>
Monitor call queues, service levels, and productivity dashboards; proactively identify performance trends or workflow issues and communicate findings to leadership.</li><li>
Perform call audits and quality checks, providing feedback and actionable recommendations for improvement.</li><li>
Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance as requested.</li><li>
Participate in process improvement efforts, contribute feedback and help develop new procedures to improve efficiency and patient satisfaction.</li><li>
Collaborate with departments such as Quality Assurance, Training, and Workforce Management to address barriers impacting performance or patient experience.</li><li>
Act as a positive role model and resource for peers, fostering teamwork, professionalism, and accountability.</li><li>
Uphold confidentiality and compliance standards in accordance with company policy and applicable regulations.</li><li>
Perform special projects and other duties as assigned.</li></ul>
Education and Experience Requirements:
<ul><li>Associate&rsquo;s degree (2 years) required; bachelor&rsquo;s degree in business, Healthcare, or related field preferred.</li><li>
Minimum of 2&ndash;3 years of experience in a healthcare contact center or similar high-volume customer service environment.</li><li>
Prior experience serving as a senior agent, team lead or mentor preferred.</li></ul>
Knowledge, Skills, and Abilities:
<ul><li>Fluency in English, with strong verbal and written communication skills.</li><li>
Deep understanding of patient billing, insurance processes, and Explanation of Benefits (EOBs).</li><li>
Demonstrated ability to handle escalated calls with empathy, professionalism, and accuracy.</li><li>
Proficiency with contact center technologies, CRMs, and Microsoft Office applications.</li><li>
Strong analytical and problem-solving skills with attention to detail.</li><li>
Ability to coach and mentor peers effectively.</li><li>
Excellent organizational, time management, and multitasking abilities.</li><li>
Ability to work collaboratively in a fast-paced environment while maintaining a positive, professional demeanor.</li><li>
Flexibility to adapt to evolving business needs and process improvements.</li></ul>
Compensation:
<ul><li>Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.</li><li>
This position is also eligible for a discretionary incentive bonus in accordance with company policies.</li></ul>
Ventra Health:
<div>
Equal Employment Opportunity (Applicable only in the US) 
Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions. 
 
Recruitment Agencies 
Ventra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes. 
 
Solicitation of Payment 
Ventra Health does not solicit payment from our applicants and candidates for consideration or placement.</div><div></div><div> 
Attention Candidates 
Please be aware that there have been reports of individuals falsely claiming to represent Ventra Health or one of our affiliated entities Ventra Health Private Limited and Ventra Health Global Services. These scammers may attempt to conduct fake interviews, solicit personal information, and, in some cases, have sent fraudulent offer letters. 
To protect yourself, verify any communication you receive by contacting us directly through our official channels. If you have any doubts, please contact us at Careers@VentraHealth.com to confirm the legitimacy of the offer and the person who contacted you. All legitimate roles are posted on https://ventrahealth.com/careers/.</div><div></div><div> 
Statement of Accessibility 
Ventra Health is committed to making our digital experiences accessible to all users, regardless of ability or assistive technology preferences. We continually work to enhance the user experience through ongoing improvements and adherence to accessibility standards. Please review at https://ventrahealth.com/statement-of-accessibility/.</div></div>

Contact Center Team Lead

Boutiqaat

Contact Center Team Leader Are you a natural leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments, love solving problems, and enjoy inspiring teams to perform at their best? If so, we want you to lead our Contact Center team!At Boutiqaat, we&rsquo;re dedicated to delivering outstanding service to our customers and we&rsquo;re looking for a Contact Center Team Leader who can help elevate the customer journey even further.What You&rsquo;ll Be Doing:As our Contact Center Team Leader, you&rsquo;ll be the driving force behind a high-performing team that keeps our customers happy and supported. Your day will be filled with meaningful work, including:<ul><li>Oversee daily team operations to ensure smooth, efficient workflows.</li><li>Coach, motivate, and empower agents to reach their full potential.</li><li>Support performance management and help select top talent to join the team.</li><li>Review existing systems and workflows then help us make them better!</li><li>Implement procedures that support accuracy, consistency, and customer satisfaction.</li><li>Monitor call quality and ensure high service standards across the team.</li><li>Provide hands-on coaching to team members.</li><li>Identify training needs and help drive development plans.</li><li>Collaborate with HR to evaluate performance and support career growth.</li><li>Handle escalated issues with professionalism and empathy.</li><li>Provide solutions that enhance customer experience and build loyalty.</li><li>Ensure orders, inquiries, and complaints are handled quickly and accurately.</li><li>Create and manage team schedules to ensure full coverage.</li><li>Keep your team updated on policies, procedures, and compliance requirements.</li><li>Track and report performance metrics, sharing insights with leadership.</li></ul>What You Bring to the Table:<ul><li>A bachelor&rsquo;s degree in business management or a related field.</li><li>5&ndash;8 years of experience in customer service or a contact center.</li><li>Strong communication skills in both English and Arabic.</li><li>Confidence using Microsoft Office and comfort navigating various systems.</li><li>Experience with call center software (a nice bonus!).</li><li>The ability to stay calm under pressure, think fast, and multitask like a pro.</li><li>Knowledge of Boutiqaat products or the enthusiasm to learn quickly!</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>What is your expected monthly salary?</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Customer Service: 5 years (Preferred)</li></ul>

Contact Center Team Leader

American 1 Credit Union

<div><div><div>We are growing and looking for a Contact Center Regional Managers. Do you have experience with:<ul><li>
Management in a Contact Center/Virtual Branch</li><li>
Leadership and coaching manager</li><li>
Hiring and employee development</li></ul>
If so, we invite you to consider a career at American 1 Credit Union. Below are more details before you decide to apply:<ul><li>
Position: Regional Manager</li><li>
Location: On-site in Jackson Michigan</li><li>
Starting salary: $96,072 based on experience and qualifications</li><li>
Benefits start on day one: Health, Dental, Vision, Responsible Time Off</li><li>
All offers of employment are contingent upon background screens</li></ul>
The Contact Center Regional Manager is responsible for taking the lead in creating the best member experiences through all of credit union&rsquo;s contact center departments by providing leadership, direction, coaching and accountability to the Department Managers who oversee day to day operations in their departments. The leadership influence includes hiring, employee development, lending, product sales coaching, project support and member growth. The Contact Center Regional Manager is dedicated to working with the Branch Operations Leadership team to create and sustain a culture that is filled with people who are Focused, Engaged, Trustworthy, Humbly Confident and driven to Achieve. The Contact Center Regional Manager works collaboratively with the entire Branch Operations Leadership team and support departments to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.
 Essential Job Functions<ul><li>
Lead, Manage and Accountability: Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Lead Department Managers in performance, coaching, and development of themselves and their employees. This includes hiring, training, developing, and performance management. Effectively uses people analyzer to find right people, right seats.</li><li>
Branch Operations Leadership Team Collaboration: Collaborate with the Branch Operations Leadership team in all discussions relevant to the American 1 culture, branch operation processes and overall member experience. Participates supporting team and executing the credit union&rsquo;s short- and long-term goals and objectives and communicates such goals and objectives to department managers.</li><li>
Focus on Purpose/Mission: Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.</li><li>
Accountability Measurement and Coaching: Ensures region&rsquo;s department goals and performance are aligned with organizational scorecard and business plan. Monitor, manage, and report on branch operation goals for membership, scorecard metrics and reports to VP of Branch Operations.</li><li>
Employee Recruitment and Retention: Works with department managers to ensure that their teams are staffed with team members that are engaged, embrace and demonstrate our core values, fulfilled in their work, properly trained and receiving regular feedback on performance.</li><li>
Diversity, Equity, and Inclusion: Committed to building and supporting a culture that is inclusive for all.</li><li>
Leadership Growth Support: Supports managers in assessment, reporting, coaching, training, and improvement plan recommendations for the team members as needed.</li><li>
Team Visibility and Support: Supports managers by checking in and building employee relationships. Resolves escalated concerns of credit union members and/or employees with a goal of retaining membership and employees. Serves as a back-up for department managers in their absence.</li><li>
Core Process, Policy and Procedure Review and Recommendations: Responsible for following and coaching to all branch operations core processes, policies, and procedures. Makes recommendations to VP of Branch Operations when appropriate. Assures team is following all processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements</li><li>
Community Advocate: Serves as a representative of the credit union within the institution, actively visible at credit union events, and supporting creating relationships within the region.</li></ul>
 Competencies Required<ul><li>
People Focused and Strong Communication: Empathetically seek understanding of what members and employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.</li><li>
Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems.</li><li>
Focused, Decision Making and Problem Solving : Has a strong sense of urgency about proactively solving problems and getting work done; gain support by collaborating effectively for ideas, proposals, projects and solutions, take initiative; make and/or facilitate decisions considering impact on others and/or the credit union; reach sound decisions and exercises good judgment based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon time frame; take initiative to identify and resolve problems; demonstrate ability to examine existing problems/issues in new ways.</li><li>
Leadership, Management and Accountability: Demonstrate institutional responsibility, administrative skill, as well as a commitment to and a vision for public service; ability to achieve positive outcomes by encouraging, supporting, coaching, developing and mentoring others. Committed to leading the company by strategically thinking about the business and managing effectively by working in the business.</li><li>
Engaged, Collaborative and Strategic Thinking: The capacity to create an achievable vision for the future by engaging and collaborating with executive team and all employees, to foresee longer-term developments, to envision options (and their probable consequences), to select sound courses of action, to rise above the day-to-day detail, to challenge the status quo.</li><li>
Trustworthy, Reliability and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Ensures core process, policies and procedures are followed.</li></ul>
Key Accountability Items:<ul><li>
Lead, Manage and Accountability</li><li>
Region Hiring, Training, Developing, and Performance Management</li><li>
Communicate and align all on credit union objectives, strategies, and projects to impact member experience</li><li>
Confirm compliance of credit union policies, process, sales, and service metrics</li><li>
Monitor, manage and report region scorecard performance to provide growth in performance of all institution products and services</li></ul>
 Requirements:<ul><li>
Bachelor&rsquo;s degree preferred</li><li>
Minimum 3 years at a management level and demonstrated strong leadership and communication skills</li></ul>
 The Ideal Candidate:<ul><li>
Excellent verbal and written communication skills</li><li>
Working knowledge of PC applications such as Microsoft Office</li><li>
Ability to work independently or as a collaborative member of a team</li><li>
Ability to direct other team members and coach others</li><li>
Knowledge of credit union products, services, policies, core processes and procedures</li><li>
Ability to provide supervisory leadership of professional- and intermediate-level staff</li><li>
Demonstrated member-focused strategy skills</li><li>
Demonstrated skill in gathering, reporting, and summarizing trends in data</li><li>
Ability to express oneself clearly and articulately both orally and in writing</li><li>
Ability to make decisions and take initiative in problem resolution</li><li>
Ability to exercise tact and responsibility with handling confidential information</li></ul>
 NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.</div></div></div>

Contact Center Regional Manager

Lantern

<div>
 
 About Lantern
 
 
 
 Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com.
 
 
 
 About You:
 
 
 
 <ul>
 <li>
 You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small &amp; big wins.
 </li>
 <li>
 
 INCLUSION
 
 is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives &amp; you cherish the differences in each individual that you interact with.
 </li>
 <li>
 You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas.
 </li>
 <li>
 You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
 </li>
 <li>
 Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear.
 </li>
 <li>
 You thrive in a Team Environment. Collaboration is key in innovation and creating change.
 
 
 </li>
 </ul>
 These pillars of
 
 LIGHT
 
 are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this
 
 LIGHT
 
 , individuals can find their way to the best care, resources, and support they need to get back to life.
 
 
 If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.
 
 
 Please apply to our role &amp; someone from our Talent Acquisition Team will reach out to help you navigate our interview process.
 
 
 
 Overview
 
 
 
 We are seeking a dynamic, data driven, and operationally exceptional Vice President of Member Services to lead the next evolution of our member experience model and scale a 200+ Care Advocate contact center. This leader will drive engagement, conversion, and lifetime value while ensuring every member interaction reflects excellence, empathy, and efficiency driven, and operationally exceptional
 
 
 This role is built for a scrappy, hands-on operator who loves being close to the work&mdash;someone who can dive into the weeds of daily performance while also architecting the future of our service model through AI, automation, experimentation, and continuous improvement. You thrive in fastmoving environments, build systems that scale, and know how to turn data into action on operator moving environments, build systems that scale, and know how to turn data into action.
 
 
 
 Key Responsibilities
 
 
 
 
 Member Experience &amp; Operations
 
 
 
 <ul>
 <li>
 Lead all contact center operations and strategic planning, translating enterprise goals into multiyear service roadmaps and quarterly operating plans that directly drive engagement, conversion, and lifetime value.
 </li>
 <li>
 Build and scale a high performing 200+ Care Advocate operation with KPIs tied to growth, cost-to-serve, CSAT/NPS, and clinical outcomes performing 200+ Care Advocate operation with KPIs tied to growth, cost to serve, CSAT/NPS, and clinical outcomes.
 </li>
 <li>
 Champion a people-first, service obsessed culture that delivers exceptional member experiences while driving measurable operational improvement first, service obsessed culture that delivers exceptional member experiences while driving measurable operational improvements.
 </li>
 <li>
 Ensure processes, workflows, and SLAs meet high standards of efficiency, scalability, compliance, and quality&mdash;balancing speed with safety.
 </li>
 <li>
 Develop and refine operational playbooks, escalation paths, and frontline enablement tools to support consistent, high-quality service delivery quality service delivery.
 
 
 </li>
 </ul>
 
 Data, Analytics &amp; Innovation
 
 
 
 <ul>
 <li>
 Build a data driven operating system: define leading/lagging indicators, build dashboards, and run weekly performance routines to identify friction and improve outcomes driven operating system
 </li>
 <li>
 Use experimentation (A/B and multivariate testing), forecasting, and capacity modeling to optimize conversion, contact rates, handle time, and right channeling across phone, chat, portal, and text channeling across phone, chat, portal, and text.
 </li>
 <li>
 Partner with Product, Data, and IT to pilot and scale innovations&mdash;including AI assisted guidance, agent copilots, personalization engines, proactive outreach triggers, and modern knowledge management&mdash;to reduce effort and elevate experience assisted guidance
 </li>
 <li>
 Identify and implement automation opportunities that streamline workflows, reduce manual burden, and unlock step change improvements in performance change improvements in performance.
 </li>
 <li>
 Bring a "test and learn" mindset to everything&mdash;rapidly validating ideas, scaling what works, and sunsetting what doesn't and learn mindset
 
 
 </li>
 </ul>
 
 Cross‑Functional Collaboration and Team Leadership
 
 
 
 <ul>
 <li>
 Serve as the connective tissue between executive leadership (e.g., COO and team) and frontline operations, ensuring alignment on goals, priorities, and change management.
 </li>
 <li>
 Build, mentor, and lead high performing teams with clear roles, coaching, and career paths performing teams with clear roles, coaching, and career paths.
 </li>
 <li>
 Foster a culture of collaboration, innovation, accountability, and continuous improvement across the contact center.
 </li>
 <li>
 Model inclusive leadership and recognition practices that strengthen engagement, retention, and performance.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Experience: 10+ years in customer or member experience operations, including leadership of largescale service centers and outbound engagement programs. Proven success scaling teams and meeting/exceeding revenue, experience, and operational targets.
 </li>
 <li>
 Operational Excellence: Demonstrated ability to drive process improvements, implement change management, and unlock conversion and efficiency gains.
 </li>
 <li>
 Healthcare Knowledge: Understanding of healthcare operations&mdash;particularly cancer, infusion, and surgical services&mdash;and their implications for member engagement and care navigation.
 </li>
 <li>
 Analytical &amp; Innovative Mindset: Advanced ability to leverage data and analytics for decision making; comfort with experimentation, automation, and technology enabled workflows making; comfort with experimentation, automation, and technology enabled workflows.
 </li>
 <li>
 Communication &amp; Influence: Exceptional interpersonal and communication skills with the ability to influence across functions and levels.
 </li>
 <li>
 Education: Bachelor's degree required.
 
 
 </li>
 </ul>
 
 Technological Competencies
 
 
 
 <ul>
 <li>
 Experience with enterprise contact center platforms and workforce management tools (e.g., NICE, inContact, IEX), desktop tools, and telecommunications systems.
 </li>
 <li>
 Familiarity with multichannel service platforms and strategies that match members to the right service channel (call, chat, portal, text) for optimal value and outcomes.
 </li>
 <li>
 Comfort working with AI enabled tools, automation platforms, and data systems that power modern service operations enabled tools, automation platforms, and data systems that power modern service operations.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Medical, Dental, Vision Insurance; Short &amp; Long‑Term Disability
 </li>
 <li>
 Life Insurance; 401(k) with company match
 </li>
 <li>
 Paid Time Off
 </li>
 <li>
 Paid Parental Leave.
 
 
 </li>
 </ul>
 
 Compensation
 
 
 
 Comp Structure: Salary + Bonus (aligned to growth, experience, operational and quality KPIs) - $160-195k + 30% bonus opportunity
 
 
 Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
</div>

Vice President, Member Services

BlackStone eIT

<div>BlackStone eIT is looking for a highly skilled Call Center Operations Transformation Lead to spearhead our initiatives in reshaping and enhancing our call center operations. This key leadership role involves the design and implementation of strategic transformations aimed at maximizing efficiency, improving customer experience, and driving innovation within our call center teams.
As the Call Center Operations Transformation Lead, you will collaborate closely with cross-functional teams to identify areas for improvement, develop new operational frameworks, and oversee the execution of transformative projects. Your expertise in call center dynamics and change management processes will be essential for our success.
Key Responsibilities<ul>
<li>Lead the assessment of current call center operations and identify opportunities for process improvements and technology enhancements.</li>
<li>Develop a comprehensive transformation strategy that aligns with business goals and customer needs.</li>
<li>Collaborate with IT and technology teams to implement solutions that improve call center functionality and customer interactions.</li>
<li>Facilitate workshops and training sessions to ensure staff are equipped to adapt to new processes and technologies.</li>
<li>Monitor performance metrics and drive continuous improvement initiatives based on data analysis and feedback.</li>
<li>Act as a change agent to promote a culture of innovation and customer-centric thinking within the call center.</li> 
</ul> 
 
Requirements 
<ul>
<li>Bachelor's degree in Business Administration, Operations Management, or a related field.</li>
<li>5+ years of experience in call center operations, with at least 3 years in a leadership role focusing on transformation initiatives.</li>
<li>Strong knowledge of call center technologies, processes, and performance metrics.</li>
<li>Proven experience in change management and implementing process improvements.</li>
<li>Excellent analytical skills with the ability to translate data insights into actionable strategies.</li>
<li>Exceptional leadership and communication skills, capable of motivating and guiding teams through change.</li>
<li>Experience with project management methodologies and tools.</li>
<li>A track record of successful project delivery within a call center or customer service environment.</li>
<li>Familiarity with customer relationship management (CRM) systems is preferred.</li></ul></div>

Call Center Operations Transformation Lead

Walmart Global Tech India

<div>
 Position Summary...
 
 
 What you'll do...
 
 
 Demonstrates uptodate expertise and applies this to the development execution and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices supporting and aligning efforts to meet customer and business needs and building commitment for perspectives and rationales Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders identifying business needs determining and carrying out necessary processes and practices monitoring progress and results recognizing and capitalizing on improvement opportunities and adapting to competing demands organizational changes and new responsibilities Models compliance with company policies and procedures and supports company mission values and standards of ethics and integrity by incorporating these into the development and implementation of business plans using the Open Door Policy and demonstrating and assisting others with how to apply these in executing business processes and practices Lists and features of products and services offered Utility of products for customers Substitutes for products and services offered by the company Describes how products and services fit within the organization as a whole Cites examples of how customers use the companys products and services Identifies the companys flagship products and services Cites examples of how customers use a specific product or service Describes the major functions features and capabilities of company products and services Informs customers of promotions offers and discounts Daytoday activities performed in customer care service operations Ticketing system and other tools used to handle customer requests Escalation matrices Customer request process lifecycle Manages contact center operations and supports new initiatives Interprets standard reports for example call trends assignment and tracking reports tracks key performance metrics analyzes and interprets overall service levels performance reports and metrics and makes necessary adjustments Oversees the effective implementation of daily staffing plans and scheduling adherence for the shift in partnership with workflows Oversees site management in lean staffing periods for example weekend coverage and resources for overtime requirements Escalate systemic issues through available channels for example Gemba Leadership JIRA Tools techniques and internal processes for team management Team goal setting Feedback mechanisms Counseling and mentoring Delegation of responsibility Supports teamwork and collaboration plans assigns and directs work and recognizes and administers rewards Communicates performance requirements provides guidance and coaching monitors performance and helps associates understand and adapt to change Conducts interviews manages performance and behavioral issues and holds associates accountable according to company policies and procedures Actively seeks feedback and helps team members understand strengths and weaknesses Principles and techniques of customer communication Application and allocation of business communication stylestechniques Knowledge of communication etiquettes through different interaction channels Develops a clear complete understanding of needs and problems through careful listening probing reflecting and summarizing Develops team members customer communication skills Reviews team members communications for content quality and customer focus by monitoring calls Develops team members ability to develop a customer communication plan or strategy Manages customer and associate needs and advocates for experiences Understands customer concerns or problem statements Problemsolving methodologies and tools and the application of those methodologies and tools identify map break down hypothesize understand implications Business requirements insights and solutions Precedence and use cases and the application of use cases by leveraging reproductive thinking and idea generation Barriers to effective problemsolving for example confirmation biases mental sets functional fixedness groupthink paradigm blindness Uses factfinding techniques and diagnostic tools to identify and break down business problems Works on multiple problems which are specific in nature Suggests multiple alternatives approachessolutions based on internal and external benchmarking Understands the perspective of each involved stakeholder and seeks perspectives as appropriate to drive resolutions Collaborates with stakeholders within assigned function to ensure the implementation of recommended solutions Customer service practices Standard Operating Procedures and defined processes Standard reporting tools and techniques Performance metrics Industry trends Process improvement techniques Participates in supports and drives process improvement or change initiatives within assigned function Supports the identification of process issues from trend analysis and recommends solutions validating with crossfunctional stakeholders Regularly reviews and analyzes key metrics within assigned function to identify root causes and formulate solutions Reports findings to managers and supports the implementation of approved changes based on managerial guidance Implements methods for improving and establishing controls for critical processes under guidance Data collection modes techniques and tools Data analytics and visualization tools and techniques Existing and upcoming digital applications and other systems used Technology innovation trends and industry benchmarks Data governance as it relates to data quality metadata and data lineage Data science techniques and applications Delineates problems leverages data to determine root causes and applies information to find solutions Articulates the levers that influence data ensures data quality and organizes and processes information for analysis Participates in the feedback loop between data intake and insights and continuously works on improving the data collection process Identifies and proposes ways to automate and improve existing processes with the help of technology Demonstrates a working knowledge of data science techniques and applications Respect the Individual: Demonstrates and encourages respect for others drives a positive associate and customermember experience for all embraces differences in people cultures ideas and experiences supports workplaces where associated feel seen and connected through a culture of belonging so all associates thrive and perform contributes to an environment allowing everyone to bring their best selves to work Respect the Individual: Demonstrates engagement and commitment to the team developing others through feedback coaching mentoring and developmental opportunities and recognizes others contributions and accomplishments Respect the Individual: Builds strong and trusting relationships with team members and business partners works collaboratively to achieve objectives communicates with impact and listens attentively to a range of audiences and demonstrates energy and positivity for own work Act with Integrity: Maintains and promotes the highest standards of integrity ethics and compliance models the Walmart values and leads by example to foster our culture supports Walmarts goal of becoming a regenerative company by making a positive impact for associates customers and the world around us eg creating a sense of belonging eliminating waste participating in local giving Act with Integrity: Follows the law our code of conduct and company policies and encourages others to do the same supports an environment where associates feel comfortable sharing concerns reinforces our culture of nonretaliation listens to concerns raised by associates and takes action acts with accountability for achieving results in a way that is consistent with our values Act with Integrity: Is consistently humble selfaware honest and transparent Serve our Customers and Members Delivers results while putting the customermember first and applying an omnimerchant mindset and acts with an Every Day LowCost mindset to drive value and Every Day Low Prices for customersmembers Serve our Customers and Members Adopts a broad perspective that considers data analytics customermember insights and different parts of the business when making plans Strive for Excellence Consistently raises the bar and seeks to improve demonstrates curiosity and a growth mindset seeks feedback asks thoughtful questions supports innovation and intelligent risktaking and exhibits resilience in the face of setbacks Strive for Excellence Implements and supports continuous improvements and willingly embraces new digital tools and ways of working
 
 
 
 Minimum Qualifications...
 
 
 
 
 
 Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
 
 
 
 
 1 year&rsquo;s&rsquo; experience in retail, contact center operations, or a related area
 
 
 
 Preferred Qualifications...
 
 
 
 
 
 Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
 
 
 
 
 Supervisory experience
 
 
 
 Primary Location...
 
 
 
 Bldg 2 Cumulus Prestige Tech Cloud, , India R-2409467
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Team Manager, Contact Center

TVS Motor Company

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 Job Purpose
 
 
 
 
 
 
 
 The Lead &ndash; Contact Centre Operations is responsible for
 
 institutionalising the Voice of the Customer
 
 within TVS Motor Company and enabling
 
 effective, scalable problem resolution
 
 through strong customer listening, contact centre governance, and insight-led escalation.
 
 
 The role functions as the
 
 central authority for customer interactions and feedback
 
 , ensuring customer inputs are captured accurately, analysed rigorously, and translated into clear, actionable problem statements for the organisation.
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 
 
 
 Customer Listening &amp; Contact Centre Operations Governance
 
 
 
 
 Quality Assurance &amp; Input Integrity
 
 
 
 
 Insights, Escalation &amp; Closure Governance
 
 
 
 
 Contact Centre Partner &amp; Ecosystem Management
 
 
 
 
 Team Leadership &amp; Capability Building
 
 
 
 
 Stakeholder Collaboration
 
 
 
 
 Innovation &amp; Digital Enablement in Customer Listening
 
 
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Contact Center Operations Manager

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