"Operations Lead, Contact Center"

Operations Lead, Contact Center

Company: University of Maryland Global Campus

Job Location: Adelphi, 20783

Category: Other IT

Type: Full-Time

Operations Lead, Contact Center Customer Relations - IT US Exempt Regular Full time Stateside Exempt 3.1 Location: Adelphi, MD (Hybrid)

Summary:

We are seeking a highly skilled and experienced Operations Lead, Contact Center to join our team. This role involves overseeing the strategy, support and maintenance of our Contact Center functionality within our CRM platforms, ensuring optimal performance, customer satisfaction, and alignment with business objectives. The ideal candidate will have a strong background in Salesforce, CTI and Contact Center services; and will drive, champion industry best practices towards transformation and innovation.

This role has a key responsibility to ensure that the ideal customer experience is delivered to our end customer. He/she/they must be a highly motivated, quality driven leader for the team. This individual will consistently recommend and deliver best practices meeting the highest standards. While strategic thinking and coordination are important elements of this position, this individual will be required to take a very hands-on role with requirements, design, training, support and other operational duties across various digital platform teams.

Duties and Responsibilities:

• Stay up to date with emerging technologies, industry best practices, and contact center trends to drive continuous improvement and innovation
• Work closely with cross-functional teams to identify, analyze, and resolve complex problems, enhancing system functionality and user experience
• Develop and analyze contact center performance reports to identify trends, areas of improvement, and opportunities for enhancing customer experience
• Lead support and development resources for a timely resolution of support issues, driving Service Level Agreements and critical incident resolutions
• Develop training programs for contact center agents to enhance their skills, product knowledge, and customer service abilities. Provide ongoing support and coaching to improve agent performance
• Ensure adherence to FCC regulations, higher education regulations, and guidelines related to contact center operation
• Build and maintain relationships with vendors, negotiate contracts, and ensure services meet the organization's requirements and standards
• Partner with Leadership team to oversee contact center budget
• Develop strong relationships with internal collaborators, stakeholders and external partners, supporting strategic priorities and goals

Education & Experience Requirements

Experience:

• Minimum 3 years of experience as managing Contact Center
• Experience with voice, video, chat, SMS, and survey tools/integrations is a plus
• Strong understanding of Salesforce.com, CTI and Workforce management best practices and functionality
• Demonstrated experience in leading multi-functional project and DevOps teams in a Scrum Agile environment
• Strong communication and interpersonal skills, with the ability to interact effectively with all levels of the organization
• Experience with data analysis and reporting tools
• Ability to work in a challenging environment and manage multiple priorities
• Salesforce.com Admin (ADM-201) certified
• Salesforce.com Service Cloud Consultant is a plus
• Experience with Salesforce products: Sales Cloud, Service Cloud, Experience Cloud, EDA, Admissions Connect, Student Success Hub, Education Cloud
• Excellent leadership, communication and management skills

Preferred Experience Requirements

Education:

• Bachelor's Degree

All submissions should include a cover letter and resume.

Hiring Range: $100,000.00 - $109,000.00