Associate Vice President for EMEAI Region - Service Contact Center Responsible for leading the EMEAI region and a team of managers responsible for online technical support and scheduling of customer onsite requests. Both functions have a significant impact on the customer experience, customer loyalty and our operational efficiency.
Online technical support - Tier 1 and Tier 2SchedulingRequires solid business acumen, strong strategic thinking, proven ability to collaborate across organizations, and strong domain knowledge in Service Center leadership.
Collaboration and teamwork skills are essential for this position. Partner on global initiatives to transform tools, processes and workflows. Primary responsibility to provide leadership, insight and direction to guide the organization through our transformation while having accountability to deliver on key business objectives and ensure the team meets organization deliverables.
Accountability/Financial Management Manage entire Global Service Contact Center region in EMEAI +/-200 people. Global Service Contact Center Revenue and CPRD targets in region.
Planning and Leadership Oversee implementation of high visibility strategic programs with significant change management efforts. This includes the Agile Agilent initiative to support transformation efforts in three EMEAI contact center hubs. Will help design, develop, and support future state transformation efforts (Org design, OneConnect, Intelligent Scheduling, Value Based OTS model).
Customer / Partner Relationship Partner with regional VPs to align on Customer Service Organization, Sales and Global Service Contact Center strategies and operational plans.
Critical Success Factors for this position include: Experience and demonstrated success in building new teams.Must possess a strong inclination and proven track record of collaboration.Deep domain knowledge / understanding of tools and processes to deliver a differentiated customer experience in an omni-channel contact center.Deep knowledge of CRM and other related contact center technologies.Ability to identify, develop and execute business strategies around tools, processes and operational framework.Strategic ability; proven experience in developing and executing multi-year strategic plans to evolve a contact center.Proven ability to effectively engage, interact with, influence and retain the confidence of senior executives and peers at the executive level.Financial acumen and understanding of the levers that impact business outcomes.Essential Duties and Capabilities: Operations Management - manage contact center operational activities to achieve target output and quality metrics. Ensure proper staffing levels by implementing staffing model tools/processes. Implement rigorous agent training programs to achieve customer success. Drives thought leadership on the future of customer support and delivering exceptional customer outcomes.
#J-18808-Ljbffr
