Join a Fortune 500 company leading the industry in innovative digital solutions. As a key member of our dynamic team, you'll embark on a journey of innovation within the contact center environment, focusing on Experimentation, Quality, and Agent Experience. This role is perfect for a proactive, self-starter passionate about engaging in the chaos of creativity and operational excellence. You'll have the unique opportunity to drive groundbreaking experiments, influence agent experience initiatives, and contribute to the expansion of our program into sales, logistics, and planning organizations. With a significant portion of your time dedicated to managing and executing a variety of experiments, this role promises a fast-paced, enriching experience that taps into multiple business domains.
THE OPPORTUNITY FOR YOU
-Lead and manage the entire lifecycle of project ideas from conception through to operationalization, ensuring they align with the company's goals.
-Enhance contact center agent experiences, aligning projects with the brand's vision.
-Coordinate experiments and communicate their performance both internally and externally, ensuring all stakeholders are informed.
-Organize and maintain project communication and assets for optimal organization-wide access.
-Conduct regular stakeholder meetings to ensure transparency and collaborative progress.
KEY SUCCESS FACTORS
-Proven communication skills and a strong aptitude for teamwork and relationship building.
-Independent project management capabilities with a knack for organizing information and assets.
-Flexibility and adaptability in ambiguous environments, with a drive for learning and innovation.
-Solid foundation in analyzing data, offering insights, and making actionable recommendations.
-Experience working in cross-functional teams and familiarity with the contact center domain.
PREFERRED QUALIFICATIONS
-Demonstrated experience in XFN collaboration, managing projects across diverse groups.
-Background in contact center operations or customer service.
-Proficiency in JIRA or similar project management tools for effective project tracking and management.
BENEFITS
-Company-sponsored Health, Dental, and Vision insurance plans.