Contact Center Operations Manager

Solekai Systems Corp Jersey City , NJ 07097

Posted 2 months ago

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world's largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Job Description:

The key responsibilities for the Contact Center Operations Manager role are as follows:

  • Directly reports to Director Consolidated Contact Service Center CCSC

  • Interpret day to day business objectives and execute operational practices and work programs to meet all assigned Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)

  • Ensure proper execution of processes by operational teams

  • Review all incoming requests for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately

  • May perform data entry or other client related tasks in various systems, as required

  • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities

  • May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours

  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from Operation Workforce Management Teams

  • May perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within assigned teams to ensure quality, accuracy, and consistency

  • Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases

  • Prepare and analyze complex reports information and formulate conclusions

  • Ensure that all of the client responsibilities occur in accordance with the Statement of Work and SLA agreement with clients

  • Act as subject matter expert for team members, peers and or clients as assigned

  • May act as a point of contact for Senior Client Representatives

  • Anticipate, identify, and assess complex issues problems

  • Develop and implement a corresponding plan of action to bring the situation to resolution

  • Communicate changes/coaching to Team Leads and assist with execution and compliance of internal/external processes and procedures

  • Champion and guide Continuous Improvement Process (CPI) methodology

  • Perform other duties as required

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Software Architect Contact Center Technology

Jpmorgan Chase & Co.

Posted 2 months ago

VIEW JOBS 4/23/2020 12:00:00 AM 2020-07-22T00:00 Software Architect- Contact Center Technology Req #: 200016232 Location: Jersey City, NJ, US Job Category: Technology Job Description: Our Consumer & Community Banking Group depends on innovators like you to serve nearly 66 million consumers and over 4 million small businesses, municipalities and non-profits. You'll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers. Working as an Architect, your passion for technology and thirst for innovation will help shape the future of global digital commerce, now and for years to come. Every day, you'll bring critical day-to-day leadership and thinking to the table, working with teams of architects, aligning cross-functional projects, ensuring that they're within reason, fiscally and technically. You'll collaborate with internal teams and business leaders alike, creating strategically sound Target State Architectures. You will have a major say in technical decisions, planning, mentoring, setting priorities and fostering a client-centric environment where everyone learns and grows. At the end of the day, your work will have tremendous and positive impact, whether it's in-house, in collaboration with technologists across JPMorgan Chase & Co.'s global technology community or in partnership with some of the most important tech firms in the world. As a Software Architect with Chase, you will work directly with the Heads of Technology in major areas such as Call Center Technologies and Servicing, to provide practical IT roadmaps and product solutions that meet standards and strategies laid out globally (JPMC-wide) and specific to Chase Operations. The Architect also works directly with software engineers, infrastructure engineers and site resiliency engineers, as part of a product team to define and deliver the recommended solutions in a way that enforces firm-wide plans and principles around cloud platforms, agile transformation, and rationalizing applications, while leveraging standard development frameworks. The architect will guide application delivery teams by creating standard solution architecture artifacts to define features being requested and to ensure that the design is implemented consistent with agreed upon design. Key responsibilities include: * Create early-phase concept assessments and oversee project estimations that inform investment and product sequencing decisions * Collaborate with application delivery teams in order to understand, translate and capture the requirements for delivery of autonomous solutions * Work with software engineers, infrastructure engineers and site resiliency engineers to apply modern application development tools and practices including cloud platforms deployment, system resiliency engineering, microservices design, domain driven design techniques, agile practices applied to a product team, and the appropriate application of distributed, open solutions such as Cassandra, Kafka, Cochroach DB * Systematically identify common capabilities across projects and formally propose restructuring of projects, investments, or designs to accommodate broader enterprise objectives within the company's current active project portfolio * Bring Machine learning and AI expertise onto the team, and apply those technologies to the architected solution * Create domain models, reference architectures, sequences diagrams, and all artifacts necessary to guide all implementation designs * Lead the creation and maintenance of reference documentation of CCB's technology assets, including current state architecture, target architecture and roadmaps, and total cost of ownership models * Bring thought leadership & work collaboratively across the firm-wide CIO organization on innovation, improvement & efficiency programs. * Consult on the application of new technologies that support Consumer and Community Banking Operations * Define technology direction, in the form of standards and principles, for area of expertise based on analysis, industry standards and previous experiences. This role requires a wide variety of strengths and capabilities, including: * BS/BA degree or equivalent experience * Expertise in application, data and infrastructure architecture disciplines * Fluency in architecture and design across all systems * Knowledge in at least one area of technical architecture * Strategic thinking and passion for business strategy and business processes * Experience in risk and risk control compliance * Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals * Demonstrated experience with Contact Center Technologies such as Genesys or AWS Connect * Prior software development experience of high availability scalable solutions including hands on experience with Java, javascript, and cloud development technologies, i.e. Pivotal, Kubernetes, Gaia, etc * Prior database experience implementing solutions on DB2, CockroachDB, Cassandra, or equivalent large scale databases * Expertise and experience creating architecture artifacts that efficiently communicate application, data and infrastructure architecture decisions, either following TOGAF techniques or similar * Prior experience creating domain models, reference architectures, sequences diagrams, and all artifacts necessary to guide all implementation designs * Experience creating technical architectures that support performance, availability and resiliency objectives. * Strategic thinking and passion for business strategy and business processes with effective communication skills to influence a decision * Prior experience leading and collaborating with software engineers, infrastructure engineers and site resiliency engineers to apply modern application development tools and practices including cloud platforms deployment, system resiliency engineering, Microservices design, domain driven design techniques, agile practices applied to a product team, and the appropriate application of distributed, open solutions such as Cassandra, Kafka, CockroachDB When you work at JPMorgan Chase & Co., you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech organizations. In our global technology centers, our team of 50,000 technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $11B annual investment in technology enables us to hire people to create innovative solutions that are transforming the financial services industry. At JPMorgan Chase & Co. we value the unique skills of every employee, and we're building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you. Jpmorgan Chase & Co. Jersey City NJ

Contact Center Operations Manager

Solekai Systems Corp