Overview Help simplify a complex world for our customers and partners by delivering a world-class experience through a team of supportive, knowledgeable, proactive, and approachable experts. Responsibilities + Provides the strategic direction and leadership to the contact center organization responsible for achieving best in class service. + Develops customer-centered goals and KPI’s to measure success and productivity. Consistently monitors and holds the organization accountable for achieving results. + Drives customer retention through KPIs and an engaged workforce. Proactively seeks data and client feedback to inform new processes and solutions. + Develops strong partnerships across the enterprise to share best practices, business challenges, and innovative solutions that enhance the customer experience. + Develops and drives metric based reporting for executive leadership that report progress and outline opportunities. + Maintains relevancy of industry best practices through external networks and research. Understands the HCM competitive landscape. + Recruit, hire and inspire a diverse, inclusive team, and create a culture of shared purpose, empowerment, and achievement, while coaching and developing game-changing talent. Qualifications + Bachelor's Degree - Preferred + 3 years of experience in Leading contact center managers, supervisors and individual contributors + 5 years of experience in Inbound contact center experience. + Strong verbal communication and listening skills. + Demonstrates customer service skills. + Effective leadership skills. + Demonstrates a high commitment to quality.