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Director, Operations
Entertainment & Media Industry Company
Philadelphia, PA, United States
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Director, IVR Operations
SUMMARY
Lead, direct, and guide technology teams in solutioning, designing, and converging various self-service call center technology platforms (IVR) while supporting day to day operations processes from a technology perspective in a Cable / MSO environment. Partner with WFM, Telco, and Call Center Operations leaders in evaluating, recommending and optimizing end to end calling processes by implementing the right technology solution in support of operational effectiveness.
RESPONSIBILITIES
• Conduct scheduled reviews of self-service performance and evaluation of new service delivery requested changes.
• Create and executes large scale program and project plans as a result of strategic long-term company initiatives.
• Engages with business leaders to understand business needs and translates these needs into executable solutions.
• Manages and monitors the self-service IVR, SMS, and platform integration.
• Leads team(s) of technology employees through programs and projects that create, enhance or maintain applications, platforms, and/or technology systems and processes.
• Drive program and/or business unit financials
• Solve resourcing needs with Fulltime staff or third party staff augmentation cost effectively
• Increase IVR deflection rate without sacrificing customer experience Maintain world class service level and availability
• Monitor and continue to improve self-service operational metrics
• 20% travel
SCOPE
• Budget Responsibility: 10+ million
• Key interface relationships (internal and external): external Vendors, internal Business Leaders, Technology Executives
REQUIREMENTS
• Bachelor of science degree in computer science, communication technology, or similar
• Experience with call flow engineering /analytics.
• 7 plus years of related experience
• Implementation knowledge in architectural design and development across multiple call center technologies.
• Experience owning and managing to a budget
• Demonstrated ability to lead and motivate teams
• Cable TV or MSO experience helpful
Company is an EOE/Veterans/Disabled/LGBT employer