Contact Center Quality Manager jobs in Michigan

Company Description

S&B CONSULTING GROUP, LLC

RESPONSIVE, RESOURCEFUL, AND RESULTS

​As a headhunting firm, we are different from your stereotypical “employment agency". We only recruit the best candidates for each company’s specific employment needs. Furthermore, we make sure the candidate’s style and the company’s culture are a perfect match.

Job Description

Client will provide Full Relo

Must have

• 5 years experience in managing large scale project(s) to move contact center operations to cloud based solutions, using standard PMI methodologies

Job Responsibilities

• Develop call center strategies with business partners and IT organizations
• Lead a project to migrate call centers to a multi-channel cloud based environment
• Become business relationship manager for 1800 call center personnel including break fix, Maintenance of Business as well strategic investments
• Lead all project activities associated with the design, planning and deployment of solutions
• Work with technology partners and teams to design and document applications and architectures to meet business requirements
• Engage with global partner teams to manage active deployment activities to insure that deployment work is completed on time and within budget
• Prepare regular reporting related to project progress and deliver to project stakeholders as needed

Function Overview: Today, you might be working closely with business partner to develop strategic systems and applications to meet the needs of the business. Tomorrow, you'll lead partner teams in the deployment planning for projects and operations. And, you might work with Partner teams to track and insure deployments are completed on time and within budget. You may also report status on project activities and budgets with GIS and business leadership.

Qualifications

• BS - Information Technologies
• Experience in managing multi-site large scale contact center operations and technology solutions
• Experience in managing call center infrastructure (LAN/WAN, telephony, CCaaS, etc).
• Experience in Managing SAP eCRM environment (Implementation experience desired)
• 3 years Experience in managing call center solutions; specifically Aspect, Nice, Avaya, Genesys, SAP eCRM
• 5 years experience in managing large scale project(s) to move contact center operations to cloud based solutions, using standard PMI methodologies
• Experience and demonstrated ability to successfully deliver projects through 3rd party partner relationships.
• Demonstrated ability to multi-task between projects and operational deliverables.
• Demonstrate the ability to work and thrive in an environment with complex working relationships in a matrix organization.
• Experience in leading direct and Indirect teams.
• Actively seeks out and supports collaborative thinking and creative problem solving with others in the organization.
• Knowledgeable of how decisions impact all aspects of the business; approaches his/her work as an integrated system.
• Excellent interpersonal skills with the ability to communicate technical subjects to non technical audiences.
• Ability to manage conflict

Additional Information

All your information will be kept confidential according to EEO guidelines.