Enterprise Holdings Contact Center Technical Solutions Director in Nashville, Tennessee
The Enterprise Holdings Contact Center is looking for a Contact Center Technical Solutions (CCTS) Director to manage the overall activities, strategy and direction of Contact Center Technology & Telephony. This includes planning, directing, and leading a staff to set strategy and support Contact Center operations in call routing, IVR/IVA, call recording, workforce management, email and chat solutions. The CCTS Director’s subordinates work jointly with Contact Center Operational Departments to provide business analysis, project management, implementation, EH IT coordination, ongoing support and consulting services for telecom and technology related projects.
This is a permanent remote, work from home position.
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Meet with subordinates to determine Contact Center telephony & technology roadmaps, discuss progress of work, resolve problems, review department service levels for quality and quantity of work and communicate organizational goals
Meet with department and senior managers involved with current projects to ensure cooperation, further define projects, determine impact of proposed telephony & technology changes and set priorities for new initiatives
Responsible for hiring, training, leading and conducting performance reviews to develop and retain employees
Analyze department work flows, individual job duties and direct activities of subordinates
Identify, coordinate demonstrations/pilots and evaluate new Contact Center technical solutions
Coordinate Contact Center telephony and technology solution implementation with EH IT, Security, Privacy, Product Management, Vendors, Partners & Operations
Direct forecasting activities and set performance goals accordingly
Monitor and control department related expenditures
Negotiate contracts with vendors and present recommendations to the Vice President for approval
Equal Opportunity Employer/Disability/Veterans
Must be at least 18 years of age
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
Must currently reside in the state of Tennessee
Must live within Nashville, TN or the immediate surrounding area
Bachelor’s Degree or equivalent combination of education and work-related experience required
Minimum 5 years of senior management experience
Proven performance related to leadership, ability to work independently, ability to work with a variety of people, ability to communicate effectively and ability to achieve goals required
Must have a current and valid driver’s license with no more than 2 moving violations and/or at fault accidents in the past 3 years and no drug or alcohol related convictions (DUI/DWI) in the past 5 years
Be willing and able to travel for team meetings and required trainings. Virtual meetings/trainings will require on-camera attendance by webcam.
Qualified candidates must also possess the following:
Capability to provide overall departmental management at an executive level
Ability to maintain confidential information
Strong time management and organizational skills
Exceptional communication skills both verbal and written
Work effectively in a team or independently
Strong sense of initiative without direct supervision
Complete knowledge and understanding of company’s principles, policies, procedures and standards
Ability to apply experience-based knowledge and leadership skills toward organizational goals
Must have a computer/PC (No MACs) with compatible OS versions: Windows 8, 8.1, or Windows 10
Computer/PC must be capable of downloading/installing/accessing company network
Must have a computer USB headset with microphone to be used during training
Must have a separate modem
Must have a stand-alone router with gigabit speed connection via Ethernet cable
Must have reliable, consistent, responsive, and timely high-speed internet access provided by a cable or fiber provider (no DSL, satellite or wireless)
Minimum upload speed of 2mbps
Minimum download speed of 5mbps
Use of wireless, hotspot or WiFi “air cards” are prohibited
*Enterprise reserves the right to verify that your PC meets or exceeds these requirements.
*Applicants must meet all technical qualifications at the time of application.