Manage overall delivery of a program or project to achieve business outcomes. Define project scope and monitor execution of deliverables. Communicate across multiple stakeholders to manage expectations, issues and outcomes.
Works closely with the Contact Center Lead, Global Process Owner, and Senior Leadership to determine program goals and initiatives.
Seeks opportunities to increase customer satisfaction and deepen client relationships. […]
Manages staff assignment based on business needs and unit capacity. This may include process migrations, hiring, infrastructure and Technology implementation...