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Enterprise Holdings Contact Center Technical Solutions Director in Nashville, Tennessee

Overview

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.

As you are considering a position with Enterprise Holdings, we invite you to learn more about our business. Today – and every day – the safety and wellbeing of employees, customers and the communities we serve is our top priority. For the latest on our COVID-19 response, please click here.

Responsibilities

  • 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

Qualifications

  • 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

Technical Qualifications:

  • 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.

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