contact center director

IntouchCX

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.
 
The Senior Director of Operations will be involved in all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate is a performance-driven individual with experience managing a contact center with large call/interaction volumes.
 
As Senior Director of Operations, You Will…
 
<ul>
<li>Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value</li>
<li>Motivate and inspires teams, while building trusting relationships throughout the organization</li>
<li>Address attrition driven issues, through continuous focus groups, communication outlets with all site employees</li>
<li>Collaborate with various departments and leaders in the development and implementation of strategic plans</li>
<li>Manage and drive results for Service Delivery Operations and performance optimization through client specific internal KPIs and financials</li>
<li>Develop and execute motivational incentives (Employee Experience) to assist in site retention goals</li>
<li>Support and drive the IntouchCX culture within the team at our campuses</li>
<li>Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations</li>
<li>Maintain close auditing cadence through reporting, observations, and personal contact</li>
</ul>
As Senior Director of Operations, You Have…
 
<ul>
<li>Minimum 7-9 years of contact center senior leadership experience, with cross-functional teams/groups and full P&L responsibility</li>
<li>Previous experience in business process outsourcing is required</li>
<li>Post-secondary diploma or degree with a major in Business</li>
<li>5 years of client relationship management</li>
<li>Experience in analyzing and influencing P&L statements and performing cost analysis</li>
<li>Excellent communication skills</li>
<li>Excellent organizational and time management skills</li>
<li>Client relationship management experience</li>
<li>Ability to handle multiple priorities simultaneously</li>
<li>Experience with maintaining and developing operational statistics, financial management information, and results reporting</li>
<li>Proven tactical and strategic management skills</li>
<li>Ability to take initiative, make decisions and propose strategies and solutions</li>
<li>Demonstrated ability to work autonomously as well as with leaders, peers, and clients in other countries</li>
<li>Ability to meet program KPIs and internal business KPIs (abs, attrition, etc)</li>
</ul>

Senior Director of Operations

About IntouchCX
 IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
 
About the Job
 
Are you looking for an exciting new challenge? IntouchCX is looking for you!
 
As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
 
We’re hiring a Director of Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.
 
As Director of Operations, You Will…
 
<ul>
<li>Drive “best practices” in all areas of responsibility</li>
<li>Ensure proper planning, staffing, training and development is achieved across all teams</li>
<li>Be responsible for ramp-up drives and goals</li>
<li>Create action plans for continuous growth and improvement, business development and client satisfaction</li>
<li>Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service</li>
<li>Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies & processes</li>
<li>Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture</li>
<li>Motivate and inspire teams, while building trusting relationships throughout the organization</li>
<li>Develop and execute motivational incentives on the floor</li>
<li>Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations</li>
<li>Maintain close auditing cadence through reporting, observations and personal contact</li>
<li>Work directly with Operations Workforce Optimization teams to deliver client staffing requirements</li>
</ul>
As Director of Operations, You Have…
 
<ul>
<li>Post-secondary diploma or degree with a major in Business</li>
<li>7 - 9 years of experience in contact center leadership, including managing cross-functional teams</li>
<li>5 years of relevant experience in client relationship management</li>
<li>Experience in analyzing/influencing profit & loss statements and performing cost analysis</li>
<li>Experience with maintaining and developing operational statistics, financial management information and results reporting</li>
<li>Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments</li>
<li>Excellent organizational and time management skills with the ability to work under tight deadlines</li>
<li>The ability and motivation to meet program and internal business KPIs</li>
<li>The ability to implement change and innovation throughout teams</li>
</ul>
IntouchCX is an equal opportunity/affirmative action 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.
 Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.
 
U.S Department of Labor Posters
 
Benefits of Working as a Director of Operations…
 
<ul>
<li>Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)</li>
<li>Amazing career growth opportunities</li>
</ul>

Director of Operations

HHAeXchange

<div><div><div>HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.</div> 
<div></div>
<div>
This Bloomington, MN office-based role is a senior leadership position responsible for directing and leading HHAeXchange&rsquo;s Tier 1 Technical Customer Care organization. The Director oversees a high-volume, multi-channel contact center that provides product support to new and existing Home Health Agency customers. This role ensures exceptional customer experience through operational excellence and strong cross-functional alignment.</div> 
<div></div>
<div>
The Director leads and develops high-performing Tier 1 teams, overseeing escalation frameworks and enabling leaders to resolve complex technical issues effectively while driving process and technology optimization that supports timely and accurate resolution of complex software issues. Success in this position requires experience leading a technical call center, familiarity with healthcare software environments, strong understanding of technical troubleshooting environments, and the ability to guide both strategy and day-to-day operations in a fast-paced environment.</div></div> 
<div></div>
<div>To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</div>
<h3 class="jobSectionHeader">Essential Job Duties
</h3><div><ul><li>Oversee and lead the Tier 1 Technical Customer Care organization in the Bloomington, MN contact center, guiding both daily operational performance and long-term strategic direction.</li>
<li>Ensure consistent, documented application of QA standards and performance expectations, including CSAT, SLA, and ASA across all teams to support fairness, defensibility, and performance integrity.</li>
<li>Develop and execute a support strategy that drives operational excellence through clear KPIs, strong QA practices, and consistent documentation.</li>
<li>Drive process and technology optimization initiatives that enhance efficiency, quality, and customer experience.</li>
<li>Execute and operationalize the defined Technical Customer Care strategy, ensuring alignment between performance standards, staffing models, and customer experience outcomes.</li>
<li>Operationalize AI-enabled service tools and workflows to improve efficiency, service quality, and performance consistency.</li>
<li>Own overall contact center performance outcomes, holding managers accountable for queue health, backlog management, and resolution standards.</li>
<li>Provide escalation oversight by guiding teams through complex issues and strengthening decision-making through coaching and leadership support.</li>
<li>Partner with Workforce Management to ensure staffing models, scheduling strategies, and coverage plans support service level commitments across all channels.</li>
<li>Serve as the executive escalation point for complex or high-visibility provider issues.</li>
<li>Partner with Product, Engineering, Sales, and other departments to align operational needs with broader business objectives.</li>
<li>Leverage advanced performance analytics to assess operational health, uncover emerging trends, and guide strategic decisions that elevate service quality, efficiency, and customer experience.</li>
<li>Drive cross-functional alignment that resolves obstacles and ensures teams remain focused on shared goals and outcomes.</li>
<li>Ensure operational processes and leadership oversight enable timely and effective resolution of client issues.</li>
<li>Maintain compliance with organizational policies, accessibility standards, and healthcare industry requirements.</li>
<li>Provide coaching, performance feedback, and career development opportunities that support employee growth and leadership development.</li>
</ul></div><h3 class="jobSectionHeader">Other Job Duties
</h3><ul><li>Other duties as assigned by supervisor or HHA exchange leader.</li>
</ul><h3 class="jobSectionHeader">Travel Requirements.
</h3><ul><li><div>Travel 10-25%, including overnight travel</div></li> 
</ul>
<div></div><h3 class="jobSectionHeader">Required Education, Experience, Certifications and Skills</h3><div>
<ul><li>10+ years of leadership experience in high-volume contact center or technical support environments, preferably within healthcare technology or a similar regulated industry.</li>
<li>Minimum 5 years managing teams that support customers using complex software products in a SaaS environment, with a proven track record of driving performance, quality, and customer satisfaction.</li>
<li>Extensive experience leading multi-channel call center operations, including phone, ticket, chat, and escalation workflows.</li>
<li>Experience with healthcare software platforms, ideally including HHAeXchange applications and support processes, as well as tools such as Salesforce Service Cloud and Jira.</li>
<li>Strong proficiency with Microsoft Windows environments and remote troubleshooting tools.</li>
<li>Understanding of AI-enabled call center technologies such as virtual assistants and agent-assist tools and how they support deflection, efficiency, and improved customer experience.</li>
<li>Strong organizational, project management, and multitasking abilities with a track record of managing shifting priorities in fast-paced environments.</li>
<li>A proactive, solution-oriented mindset with enthusiasm, resilience, and a strong commitment to delivering exceptional customer service.\Demonstrated ability to work independently while fostering a collaborative, team-oriented culture.</li>
</ul></div><div><div>The base salary range for this US-based, full-time, and exempt position is $150,000 - $160,000 not including variable compensation. An employee&rsquo;s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
</div>
<div></div><div>This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.</div>
<div></div>
<div>HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.</div></div> 
<div></div>
<div>
</div>We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</div>

Director, Technical Customer Care

Alithya

<div><div>Our mission, your future
</div><div>As a global network of trusted advisors, we create cutting-edge technological solutions to overcome today&rsquo;s challenges and anticipate tomorrow&rsquo;s needs. It all starts with the collaboration of a diverse team of passionate innovators, each driven to make a difference. Together, we challenge the status quo and push each other to new heights.
</div><div>Ready to leave your mark on engaging mandates and shape the future through digital transformation and strategic consulting? Take your ambitions to the next level and discover your next exciting challenge with us!</div></div>
 <div>Your role, your impact
As a Microsoft Director, Dynamics 365 Contact Center, you&rsquo;ll play a senior leadership role in driving business growth, strengthening strategic alignment with Microsoft, and ensuring the successful delivery of enterprise‑scale contact center solutions.
Alithya is a top Microsoft Solutions Partner with deep expertise in Dynamics 365. We help organizations achieve measurable outcomes through end-to-end capabilities across ERP, CRM, Azure Cloud, Data &amp; AI, Power Platform, Copilot, and Modern Workplace. By joining Alithya, you&rsquo;ll have the opportunity to combine go‑to‑market leadership, partnership management, and delivery oversight, acting as a trusted domain leader for clients and internal teams across the full value lifecycle, from pipeline development to successful deployment and go‑live.
Travel to client sites is required up to 25% of the time.</div>
 <div>Your day-to-day
Pipeline and Growth Leadership:
<ul><li>Partner with sales and pre‑sales teams to build and mature a healthy Dynamics 365 Contact Center pipeline, shaping solution strategy, deal positioning, and value propositions;
</li><li>Support pursuit strategy for strategic and complex opportunities, including executive‑level client engagement, solution validation, and proposal oversight;
</li><li>Contribute to demand generation activities such as joint Microsoft initiatives, client briefings, and thought leadership.
</li></ul>Strategic Microsoft Partnership:
<ul><li>Own and manage senior‑level relationships with Microsoft, including solution area specialists, partner development managers, and product teams;
</li><li>Align offerings with Microsoft&rsquo;s contact center roadmap, AI/Copilot investments, and industry priorities;
</li><li>Act as a liaison between delivery teams and Microsoft to influence roadmap feedback, resolve escalations, and unlock co‑sell opportunities.
</li></ul>Delivery and Deployment Oversight:
<ul><li>Provide oversight for successful implementation and go‑live of Microsoft Dynamics 365 Contact Center solutions, ensuring quality, consistency, and client satisfaction;
</li><li>Guide solution architecture standards and delivery best practices across Customer Service, Omnichannel, and Contact Center as a Service (CCaaS) integrations;
</li><li>Ensure projects incorporate AI‑driven productivity capabilities such as Microsoft Copilot, virtual agents, and intelligent assist tools.
</li></ul>Leadership and Team Development:
<ul><li>Lead, mentor, and develop senior solution architects and delivery leaders, fostering a culture of technical excellence and client focus;
</li><li>Facilitate effective communication between business stakeholders, technical teams, Microsoft, and clients;
</li><li>Scale delivery capability by defining repeatable patterns, accelerators, and governance models.</li></ul></div>
 <div>Keys to your success
<ul><li>Bachelor&rsquo;s degree in computer science, information systems, or a related STEM field;
</li><li>Minimum 6 years of experience in contact center solutions, including architecture, implementation, and leadership of cloud‑based platforms;
</li><li>Deep expertise in Microsoft Dynamics 365 Customer Service, Omnichannel, Contact Center, or comparable CCaaS platforms (e.g., NICE, Genesys, Five9);
</li><li>Proven experience engaging with executives, managing strategic partnerships, and supporting enterprise sales pursuits;
</li><li>Experience leading distributed, remote teams across multiple concurrent initiatives;
</li><li>Strong communication and leadership skills, with the ability to balance technical depth and business outcomes.
</li></ul>Extra edge
<ul><li>Experience working directly with Microsoft co‑sell or partner programs;
</li><li>Multilingual capabilities (French preferred, not required).
</li></ul>Language skills
<ul><li>English: Proficient</li></ul></div>
 <div><div><div>Our offer 
</div></div><div></div><div><ul><li><div>Balance that works for you: Work-life balance helps us stay at our best. With flexible work options and our Unlimited Vacation Plan, you can rest and recharge when you need it most.
</div></li></ul></div><div><ul><li><div>Support for your well-being: Our benefits are designed with optimal health and wellness in mind. You&rsquo;ll have access to 24/7 virtual healthcare, as well as an extensive wellness portal that provides tools and resources to support your physical, mental, emotional and financial well-being.
</div></li></ul></div><div><ul><li><div>Continuous growth and learning: Through partnerships with world-renowned education leaders, we provide access to thousands of top-rated online courses and certifications. With exclusive leadership programs and a tuition reimbursement program for external training, we set you up to achieve your ambitions.
</div></li></ul></div><div><ul><li><div>Ownership with opportunity: Through our Employee Share Purchase Plan with matched contributions, you become a shareholder, directly benefiting from our collective achievements. 
</div></li></ul></div><div></div><div><div>Our commitments 
</div></div><div></div><div><ul><li><div>Our authenticity is our strength: The diversity of our backgrounds, experiences, thoughts and insights is our competitive advantage. We foster a collaborative environment where we embrace our authenticity and leverage our unique perspectives to collectively build the future we all envision.
</div></li></ul></div><div><ul><li><div>An inclusive path to success: Fostering an environment where you can thrive starts with ensuring an accessible recruitment process. If you require any accommodations , we welcome you to contact us. For more information, please visit our accessibility page: https://www.alithya.com/en/accessibility .</div></li></ul></div></div>

Microsoft Director, Dynamics 365 Contact Center

Merck

<div>Job Description
The Executive Director, Customer Service Center Strategy &amp; Ops Leader (ED, CSC) reports to the Associate Vice President of US Marketing Operations in Commercial Excellence &amp; Innovation and leads the overall US Customer Service Center organization with accountability to direct the strategy and execution of engagements with Healthcare Professionals, Patients, Consumers, and Employees across five contact centers with primary focus in the US. This accountability extends to include operational performance, regulatory‑compliant intake, and large‑scale service modernization. This role directs a complex, multi‑layered organization of approximately 80 Full Time Employees, including multi-level leaders, people managers, and frontline teams responsible for critical, highly regulated customer and patient interactions.
The ED, CSC sets the vision, strategy, and governance for a critical service organization that supports Healthcare Professionals, consumers, patients, and employees across safety, quality, product, and information needs. This leader is accountable not only for what services are delivered, but how our company delivers them at scale, with speed, consistency, and trust.
A defining and expanded component of this role is full ownership of the evolution of the CSC capability stack to be AI‑enabled. The Executive Director is accountable for modernizing service centers through automation, advanced analytics, digital self‑service, and AI‑enabled customer engagement&mdash;driving measurable improvements in efficiency, scalability, and customer/patient experience while maintaining the highest standards of compliance, quality, privacy, and validation.
This role has a US focus but operates as an enterprise leader, partnering across US Human Health, Digital Human Health &amp; IT, Legal/Privacy, Regulatory, and cross divisional partners in Research &amp; Development (R&amp;D) and Manufacturing with focus Pharmacovigilance, Quality, and Safety to ensure that all engagements are executed and reported compliantly today and in the future.
Scope of Responsibility:
The Executive Director, CSC Strategy &amp; Ops Leader, is a critical compliance-focused role with end‑to‑end accountability for the National Service Center (NSC), Promotional Contact Center (PCC), Field Service Center (FSC), Switchboard, and AE Follow‑Up. These centers collectively operate across voice, digital, email, chat, self‑service, and emerging AI‑enabled channels and represent a core operational backbone of our company's US commercial and regulatory ecosystem.
The CSC operation is an insourced model, and this role leads a large, multi‑level organization of ~80 FTEs, including multi-team leaders and people managers, and is responsible for organizational design, leadership effectiveness, succession planning, and sustained compliant execution across all centers and channels.
The Executive Director serves as the Designated Point of Contact for the US Market and the single source of intake for Adverse Events (AEs), Product Quality Complaints (PQCs), CDT, and product feedback, with executive accountability for FDA‑required follow‑up, audit readiness, and inspection outcomes.
In addition to operational leadership, this role owns the design, governance, and performance of the CSC&rsquo;s technology and AI‑enabled service ecosystem, ensuring that modernization initiatives directly support business priorities, regulatory obligations, and customer/patient outcomes.
Primary Responsibilities:<ul><li>
Organization &amp; Execution Leadership:<ul><li>
Direct the strategy and execution of engagements with Healthcare Professionals, Consumers, and Employees across five contact centers: National Service Center (NSC), Promotional Contact Center (PCC), Field Service Center (FSC), Switchboard, and AE Follow-Up.</li><li>
Lead the multi-level organization, with focus on compliance, operational efficiency and talent development.</li><li>
Lead the development and optimization of multi‑channel customer engagement, including voice, digital, self‑service, and AI‑enabled channels.</li><li>
Establish and achieve key performance measurements and outcomes, budgetary responsibilities, delivery of training, ensure standard operating procedures are maintained and followed, operational oversight and delivery of the desired customer experience.</li><li>
Develop and execute all customer/consumer/employee communications (across multiple channels), efficient/effective processes and procedures, and the delivery of the desired customer experience, including management of escalated customer requests to resolution.</li><li>
Own budget strategy, resource planning, and workforce investment decisions for the CSC organization.</li><li>
Lead vendor and partner governance for service platforms and operations, ensuring value delivery and compliance.</li></ul></li><li>
Strategy Definition &amp; Governance<ul><li>
Set and execute the multi‑year strategy for the CSC operating model, aligning customer engagement, compliance, service performance, and modernization priorities to US commercial and enterprise objectives.</li><li>
Direct the design and execution of service delivery across all CSC contact centers, ensuring consistent, compliant, high‑quality experiences for customers, consumers, patients, and employees.</li><li>
Establish enterprise‑level governance for service standards, performance outcomes, risk management, and strategic investments.</li></ul></li><li>
Regulatory, Risk &amp; Compliance Oversight:<ul><li>
Managing risk across the five contact centers. Establishes and maintains oversight of measures across multiple channels as (e.g., phone, mail, email, social, chat and self-serve channels)</li><li>
AE intake and all FDA required follow-up on AE reports.</li><li>
Designated Point of Contact for the USM; the single source of intake for AE, PQC, CDT and Product Feedback.</li><li>
Management of all pharmacovigilance audits &ndash; FDA, Business Partner and Internal. Serve as the primary contact for the FDA and other auditors leading approximately eight audits per year which this organization is the direct focus of. Also accountable for active participation in ex-US audits as reports are relevant to other country regulatory agencies.</li><li>
Own strategy and execution of the Oncology Project Manager Escalation program. This program is dedicated to handling customer escalations related to our oncology products.</li><li>
Managing and addressing US and ex-US inquiries related to Clinical Trials for R&amp;D</li></ul></li><li>
Service Modernization (AI-Enabled)<ul><li>
Business Owner of the end‑to‑end CSC capability roadmap, including platforms, data and knowledge foundations, workflow automation, analytics, and AI‑enabled service capabilities.</li><li>
Lead the transformation of CSC operations into modern, AI‑enabled service centers, improving speed‑to‑resolution, service consistency, scalability, and operational efficiency.</li><li>
Establish and chair governance for responsible AI use within CSC, ensuring alignment with privacy, security, validation, quality, and regulatory requirements.</li><li>
Partner with Digital, IT, Commercial Excellence, Quality, and Legal/Privacy to ensure AI‑enabled solutions are audit‑ready and compliant by design.</li><li>
Drive enterprise change management and capability uplift so leaders and teams can effectively operate in a technology‑ and AI‑enabled service environment.</li></ul></li></ul>
Education:<ul><li>
Required: Bachelor&rsquo;s degree (BA/BS)</li><li>
Preferred: Advanced degree</li></ul>
Required Experience and Skills:<ul><li>
Minimum of 10 years of progressive leadership experience in customer service, operations, commercial support, or related functions.</li><li>
Demonstrated experience leading large, multi-level organizations in regulated environments.</li><li>
Strong understanding of pharmaceutical or healthcare customer engagement, including pharmacovigilance and product quality reporting requirements.</li><li>
Expertise in contact center operations, customer engagement technologies, automation, and performance management.</li><li>
Proven ability to lead cross-functional initiatives and partner effectively across Commercial, Digital, IT, Quality, Legal, and Regulatory organizations.</li><li>
Excellent communication, strategic thinking, and executive leadership skills.</li></ul>
Key Capabilities:<ul><li>
Executive judgment and enterprise leadership</li><li>
Technology-enabled service strategy and governance</li><li>
Customer-centric service design and delivery</li><li>
Regulatory and compliance oversight</li><li>
Data-driven performance management</li><li>
Innovation and automation leadership</li><li>
Talent development and organizational leadership</li><li>
Cross-functional collaboration and influence</li></ul>
Required Skills:
Coaching, Communication, Management Process, Marketing, Measurement Analysis, Program Management, Strategic Planning
Preferred Skills: 
US and Puerto Rico Residents Only:
Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights
EEOC GINA Supplement
We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another&rsquo;s thinking and approach problems collectively.
Learn more about your rights, including under California, Colorado and other US State Acts
U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as &ldquo;remote&rdquo;.
The salary range for this role is
$231,900.00 - $365,000.00
This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee&rsquo;s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.
The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.
You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles&rsquo; Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives Please Read Carefully 
Merck &amp; Co., Inc., Rahway, NJ, USA, also known as Merck Sharp &amp; Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
Regular
Relocation:
Domestic
VISA Sponsorship:
No
Travel Requirements:
10%
Flexible Work Arrangements:
Not Applicable
Shift:
1st - Day
Valid Driving License:
No
Hazardous Material(s):
NA
Job Posting End Date:
03/23/2026<ul><li>A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. 
</li></ul> 
Requisition ID:R388991</div>

Executive Director, Customer Service Center Strategy & Ops Leader

Northwest Bank

<div>NY0705 NY Region Business Office 
Job Description
The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of their team.
The Supervisor oversees day-to-day operations of the Contact Center Customer Support and Loan Support teams through all delivery channels. The Supervisor will help train and motivate their team as they answer questions, handle complaints and provide support to internal and external customers. This position assists management with development, analysis, and implementation of training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations.
Essential Functions<ul><li>Supervise department performance and ensure that the level of support meets or exceeds established service levels. Provide excellent customer service and demonstrate high level of listening skills</li><li>Provide real time management support within the Contact Center.</li><li>Provide daily direction and communication to Contact Center Specialists to ensure all client interactions are answered in a timely manner</li><li>Conduct weekly/ bi-weekly coaching sessions and monthly team meetings with team members designed to enhance their skills.</li><li>Complete quality reviews of written payoffs processed by the team.</li><li>Regularly reviews team members performance ensuring proper management of service levels and other performance standards are being met.</li><li>Contribute to the setting of goals and targets for the Contact Center.</li><li>Complete monthly call monitoring for all types of interactions to ensure consistency and compliance standards are met.</li><li>Provides support and collaboration with leadership team for innovations and continuously identify opportunities for operational, employee and customer improvement.</li><li>Provide real time management support within the Contact Center</li><li>Ensure all Contact Center Specialists have appropriate training and other resources to perform their jobs and complete trainings in a timely manner</li><li>Respond to and resolve employee matters expressed by team members</li><li>Provide on-the-floor support to Contact Center Specialists</li><li>Take escalated customer calls</li><li>Identify and resolve complex customer service issues impacting the Contact Center or clientscomplex customer service issues impacting the Contact Center or clients</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their Contact Center Specialists</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their teams are met</li><li>Ensure reduction of errors and minimize losses</li><li>Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>Work as part of a team</li><li>Work with on-site equipment</li><li>Complete other duties and special projects as requested by management</li></ul>
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
Bachelor's Degree in Business, Finance or related subject or equivalent experience preferred
Work Experience
2 - 6 years Supervisory experience preferred or 3-5 years Customer service, contact center or relevant experience preferred
1 year banking experience preferred or 1 year technical background preferred
General Supervisory/Manager Knowledge, Skills, and Abilities<ul><li>Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches</li><li>Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest&rsquo;s strategic plans</li><li>Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion</li><li>Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning</li><li>Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience</li><li>Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information</li><li>Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required</li><li>Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters</li></ul>
Additional Knowledge, Skills and Abilities
Leadership and coaching techniques to build high performing teams
Knowledge of regulatory and compliance issues / standards
Knowledge of all technology and support systems
Knowledge of telephone operating system
The pay range for this position is generally $63,300 - $75,000 per year. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available. 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Contact Center Supervisor

Client Server Software Solutions

<div><h1 class="jobSectionHeader">ROLE: U.S. CONTACT CENTER (UCC) SUPERVISOR</h1> 
REQUIRED:<div><ul><li>
U.S. Citizenship required; Favorable Tier 1 Investigation (or immediate NBIS T1 suitability eligibility)</li><li>
Availability for on-site support in Alexandria, VA</li><li>
Minimum five (5) years of experience in a high-volume contact center supporting the public</li></ul></div>
PREFERRED:<div><ul><li>
Help Desk Institute (HDI) certification or International Customer Management Institute (ICMI) or equivalent contact center leadership training</li></ul></div>
FUNCTIONAL RESPONSIBILITY:
Supervises USPTO Contact Center operations supporting public inquiries.
Manages customer service representatives and call center workflows.
Ensures quality, accuracy, and professionalism in customer interactions.
Reports performance metrics and supports continuous improvement initiatives.
ABOUT US:
Constellation West is an award-winning company that delivers Information Technology (IT) engineering services and solutions and non-IT subject matter expertise worldwide. Established in 1997, Constellation West is an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill nationwide with multiple agencies such as the Department of Veteran Affairs, the Department of Defense, civilian agencies, and the national intelligence community. Many positions supporting the U.S. federal government require our employees to be granted security clearances.
CWest strives to provide fully integrated solutions that cover all aspects of system and network engineering, administration, and management. We believe in attracting the right people ready to take on exciting challenges and be part of a dynamic team. Are you one of them? Do you have the expertise and knowledge to solve complex problems? If yes, join us and be a part of an exhilarating work environment that rewards your hard work and dedication. Don't miss out on this fantastic opportunity to make a difference! 
Benefits include but are not limited to:<ul><li>Competitive 401(k) plan with employer matching</li><li>Competitive Health Benefits with employer contributions</li><li>11 Paid Holidays per year</li><li>15 Days starting PTO for new hires</li><li>Tuition/CE reimbursement</li><li>Relocation Assistance</li><li>Pre-Tax Commuter Benefit Accounts</li><li>STD/LTD/Life Insurance with buyup options</li><li>Veteran Hiring Preference</li><li>Conversion to an Employee-owned firm (ESOP) in 2026&mdash;a lucrative benefit to employee-owners!</li></ul> 
We are an Equal Opportunity Employer
Constellation West is proud to be an EEO/AA employer M/F/D/V
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Constellation West will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor&rsquo;s legal duty to furnish information. 41 CFR 60-1.35(c)
APPLY HERE TODAY</div>

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