Contact Center Strategy Leader

Job Summary

A company is looking for a Head of Contact Center Strategy and Transformation.

Key Responsibilities

• Define the vision and governance framework for the Contact Center Center of Excellence (COE)
• Provide strategic oversight for contact center technology and data, ensuring alignment with future needs
• Act as a change leader to engage stakeholders and foster a culture of continuous learning and excellence

Required Qualifications

• Bachelor's in Business, Operations, or related field; MBA or advanced degree preferred
• Strong executive presence with the ability to influence senior stakeholders
• Financial and analytical acumen for building and owning ROI/business cases
• Expertise in customer experience and continuous improvement methodologies
• Lean Six Sigma or equivalent process optimization experience preferred