Senior Manager, Services Segment Management

Job Summary

Job Summary:

We are seeking a dynamic and results-oriented Senior Manager to lead our Commercial Care Center operations across North America. You will be responsible for developing and executing a winning strategy, fostering a high-performing team culture, and ensuring exceptional customer and people experiences. This role requires a blend of strategic thinking, operational expertise, and strong leadership skills.

Main Responsibilities:

• Develop and implement a comprehensive contact center strategy aligned with overall business objectives.

• Lead and manage a team of care center managers, and other roles, across various locations in North America.

• Set operational targets, KPIs, and performance standards for efficient and effective care center operations.

• Drive continuous improvement by identifying and implementing innovative solutions and processes.

• Foster a positive and engaging work environment that motivates and empowers employees.

• Champion a data-driven approach, analyzing metrics and call center performance to identify and address areas for improvement.

• Cultivate strong relationships with key stakeholders across the organization.

• Ensure all operational objectives are consistently met and exceeded.

• Manage budgets and resources effectively.

• Manage and develop the performance of all team members at all levels.

• Champion a customer-centric culture, ensuring all interactions deliver exceptional service.

• Anticipate and proactively address evolving customer needs and trends.

• Recommend and implement transformational projects to enhance customer experience and operational efficiency.

• Performs talent management responsibilities including recruitment, performance management, coaching and career development.

Education and Experience:

• Bachelor's degree in business administration, Management, or a related field

• Minimum 6 years of experience in contact center operations management, with a proven track record of success.

• Experience leading and motivating geographically dispersed teams.

Skills Required:

• Strong strategic thinking and planning abilities.

• Excellent analytical skills with a data-driven decision-making approach.

• Proven ability to develop and implement operational improvements.

• Exceptional communication and interpersonal skills, including the ability to influence and build relationships with stakeholders at all levels.

• Strong leadership skills with a focus on coaching and development.

• Resilience and ability to thrive in a fast-paced and demanding environment.

• Ability to work effectively in a team environment and foster a collaborative spirit.

• Ability to manage multiple priorities and operate effectively in a fast-paced environment.

• Demonstrated ability to manage performance at all levels.

• Commitment to diversity, equity, and inclusion.

• In-depth understanding of customer service principles and best practices.

• Strong attention to detail and a commitment to excellence.