Manage people, budgets, expenses, processes, and tools to align technology strategy
Oversee the relationship/interface between IT and business for contact center technology
Manage a team of managers and experts delivering multiple initiatives
Set vision and strategy for contact center channels
Identify and research new technologies and provide recommendations
Partner with IT for development and enhancements based on business needs
Accountable for strategic investment cases and business outcomes
Provide leadership for program routines and stakeholder forums
Promote continuous improvement and develop tools for readiness of the associates

Managing Director – Client Services and Operations, Channel Delivery & Innovation

Key skills