Title: Contact Center Manager

Location: Atlanta, GA – Hybrid

• 1-3x per week in office (downtown)

Duration : FTE/Direct Hire (no contracting)

Apex Systems is supporting a client in their search for a Contact Center Manager. It is a full time/direct hire role with our client that will require a hybrid schedule of 1-3x per week in office in downtown ATL. (can vary week to week).

This position is responsible for the Contact Center & My Account technology group within the customer technology pillar for applications used by Distribution Operations. This includes full software development lifecycle of end-to-end Contact Center & My Account technology program and project delivery + Contact Center & My Account technology production support and maintenance. This leader will drive a seamless Contact Center & My Account delivery that will deliver technology that increases innovation and efficiency. This role is responsible for ensuring operational excellence through continuous metric driven improvement providing highly reliable and high-quality technology solutions and support through appropriate design and highly engaged customer service.

The position requires business and technology acumen to drive solutions, support and progress that ensure the continued success of the portfolio. This leader influences through active participation in customer activities, and leverages business and technical resources from across the organization to ensure the timely delivery and support of effective business solutions. The position is responsible for the successful implementation and execution of new solution development. This leader will leverage current products for new solutions, influence consolidation and application rationalization. This position will influence simplification of solutions to minimize customization and improve supportability. This leader will also be responsible for the thought leadership on technology direction and decisions based on emerging technologies, industry trends, best practices, and sound business processes for certain business partners. This includes defining and supporting investments that enable the achievement of business objectives and advance the company’s capabilities to provide a competitive advantage.

MAJOR JOB RESPONSIBILITIES

• Partners with business leaders across the organization and works closely with the technology organization to ensure resources and strategies are aligned to current and future needs of the business.
• Support and implements a comprehensive Customer Experience (CX) technology roadmap in the Contact Center and My Account area for the supported business.
• Drives innovation and leverages technology to create value and transform the business.
• Establishes and maintains excellent working relationships and partnerships with leadership and external vendors and suppliers.
• Designs technology solutions that are common where possible and custom where it counts.
• Drives and simplicity of design to ensure highly available systems where needed and maintainability of the ecosystem.
• Creates an overall technology budget and manages financial performance.
• Hires, develops, rewards, and retains a highly qualified and diverse technology leadership team.
• Establishes and enforces appropriate technology and business policies, practices, and processes.
• Creates an environment that fosters accountability, innovation, and engagement at all levels.

JOB REQUIREMENTS

• A degree in Computer Science or a related field is required. An advanced degree is desirable.
• 10 or more years of experience in IT, with at least 5 years of experience managing multiple, medium-to-large- sized and cross-functional teams.
• Comprehensive knowledge of information technology with an extensive understanding of application development technologies and methodologies.
• Broad knowledge of contact center software and business functions.
• Experience establishing and defining a comprehensive Contact Center, and My Account and roadmap that meets the strategic and operational objectives of the business.
• Building strong leadership teams and high performing organizations.
• Leading and operating in a fast paced, real-time operational environment with changing business dynamics.
• Experience with Waterfall and Agile delivery.
• Broad understanding of System Development Lifecycle (SDLC).
• Solid foundation in information Technology Infrastructure Library (ITIL).
• The ability to lead and manage through change. Recognized as a change agent.
• Knowledgeable about current and future technology trends with the ability to scout and deploy industry-changing technology.
• Outstanding credibility and demonstrated ability to build strong relationships within the company and industry, and with vendors/ suppliers.
• Demonstrated ability to influence key stakeholders and lead through influence.
• Proven ability to drive efficiency through effective technology management.
• Ability to operate successfully in a regulated environment with an understanding and appreciation of risk, compliance, corporate policy and procedures, internal controls, and regulatory requirements.
• Demonstrated ability to connect the dots and apply sound business judgment.
• Ability to attract top talent and build high-performing teams. Demonstrated ability to lead, motivate and develop employees and future leaders.
• Recognized as an outstanding people manager with the ability to delegate responsibility effectively.
• Excellent oral and written communication skills, including communicating complex technical topics to various audiences.
• Excellent customer service skills that exhibit initiative and follow-through to meet customer commitments.
• Ability to synthesize large amounts of information, determine solutions, and make quality and timely decisions.