VP leading change management for Contact Center Modernization at Synchrony. Driving comprehensive strategies for successful technology adoption and user readiness across multiple functions.
About the role
- Call Center Senior Manager ensuring compliance and operational excellence at 1-800 Contacts. Leading managers and agents to enhance customer experience and operational effectiveness.
Responsibilities
- Work with and develop managers to be better managers and coaches to our front-line associates
- Monitor and improve on the operational effectiveness of our outbound sales and verification departments. This includes overview of cross functional and cross departmental projects and processes, agent compensation and incentive programs, agent engagement initiatives, as well as monitoring and improving department KPI performance
- Work closely with the Senior Manager of Compliance and Retention to execute and operationalize initiatives for improving and maintaining a great environment for agents and managers
- Coach and manage for improved performance
- Read and comprehend legal documents
- Work well with others and build trusting relationships across various areas of any organization
- Provide a vision and get buy-in from individuals
- Communicate well to down lines, peer lines and uplines
- Demonstrate good administrative skills to follow through on commitments and deadlines
Requirements
- 5+ years experience in operational leadership
- Experience managing groups of 20+ individuals
- Previous experience managing managers or leaders
- Skills/experience that are a plus: Work with lawyers or legislators, Project or Process Management
Benefits
- Free eye exams for your entire family
- Deep discounts on lenses, glasses, and other services
- Amazing healthcare coverage
- 401(k) match
- Flexible PTO
- Tuition reimbursement program
- In-house restaurant with highly discounted meals (Steak dinner under $6)
- Free snacks, ice cream, and drinks every day
- Full onsite gym
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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