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
- Contact Center Support Generalist overseeing North American support operations at ASUS. Providing operational support and managing contact center activities to enhance customer satisfaction.
Responsibilities
- Oversee ASUS’s North American support operations
- Provide operational support to internal teams and outsourced support partners
- Manage activities related to customer operations, including policies, training, and procedures
- Establish and support performance and service standards
- Produce reports by analyzing and summarizing data from cross-functional departments
- Create and enhance supporting documentation including SOPs and process maps
- Coordinate and collect NPI information for product launches
- Evaluate and monitor top contact drivers for NPIs
- Support and maintain contact center related invoice procedures
- Maintain reliable attendance and punctuality
Requirements
- BA/BS in Business Administration OR equivalent work experience in related field
- Minimum 1 year of experience in contact center operations
- Minimum 1 year of experience in account management or project management
- Proactive, self-directed, and able to work effectively both independently and in team settings
- Experience collaborating with cross-functional teams in a dynamic environment
- Proficiency in Microsoft Office Suite, including Excel and Visio
- Strong organizational skills with a high sense of ownership and accountability
- Strong analytical skills with the ability to translate insights into actionable recommendations
- Excellent written and verbal communication skills in English
- Flexibility in scheduling to meet the needs of contact centers and internal teams
- Written and verbal communication skills in Mandarin (preferred)
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- AD&D insurance
- Paid Time Off
- Employee Assistance Program (EAP)
- 401(k)
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