At careerzynith, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a strategic leader in our Service Optimization team, you'll play a pivotal role in driving operational efficiency, improving member satisfaction, and leveraging technology to enhance our service delivery. If you're passionate about innovation, collaboration, and making a meaningful impact, we want to hear from you.
**About careerzynith**
careerzynith is a forward-thinking organization that's dedicated to empowering individuals and businesses to thrive in an ever-changing world. With a strong focus on innovation, customer satisfaction, and employee well-being, we're committed to creating a workplace culture that's inclusive, supportive, and inspiring. As a remote-first company, we believe that everyone deserves the flexibility to work from anywhere, at any time, while still being part of a dynamic and collaborative team.
**Job Summary**
We're seeking an experienced Director, Service Optimization to lead our efforts in enhancing service delivery and workforce management optimization. As a strategic leader, you'll be responsible for developing and implementing strategies to improve member experience, optimize processes, and leverage technology for operational efficiency. You'll collaborate with cross-functional teams, including IT, Operations, and Business Integration, to ensure seamless execution of strategic initiatives and drive continuous improvement across all service touchpoints.
**Responsibilities**
As a Director, Service Optimization, you'll be responsible for:
* **Leading the technical execution of a multi-year roadmap for service optimization**, incorporating people, process, and technology perspectives to drive operational efficiency and improve member satisfaction.
* **Collaborating with cross-functional teams**, including IT, Operations, and Business Integration, to ensure seamless execution of strategic initiatives and drive continuous improvement across all service touchpoints.
* **Developing and implementing strategies, controls, and roadmaps** to ensure continued improvement in the synchronization of systems, people, processes, and performance.
* **Overseeing the implementation and optimization of CRM, telephony, and other critical technologies**, ensuring alignment with business requirements and operational needs.
* **Assessing current state operations, identifying improvement opportunities**, and implementing strategies to enhance service delivery and customer satisfaction.
* **Managing large-scale projects targeting efficiency gains and enhanced member experiences**, utilizing methodologies such as Agile, SDLC, and human-centered design thinking.
* **Directing the Workforce Management team** that monitors real-time performance and adherence to defined schedules and off-line activity.
* **Overseeing forecasting and scheduling models** as well as workforce management tools used to forecast call volume, create staffing requirements, and generate work schedules.
* **Preparing both daily and long-term staffing requirements** and adjusting schedules based on dynamic needs.
* **Developing and monitoring performance metrics** to assess the effectiveness of service operations and identify areas for improvement.
* **Serving as the primary liaison between Commercial Service Operations business units and IT**, to develop joint plans for system implementations and enhancements.
* **Partnering with stakeholders** to drive business readiness and successful implementation of Salesforce and other technologies.
* **Fostering a culture of collaboration and transparency**, building strong relationships with key stakeholders across the organization.
**Requirements**
To be successful in this role, you'll need:
* **Bachelor's Degree** or an additional 4 years of relevant work experience in lieu of a Bachelor's degree.
* **8 years of experience** in service center operations or Scheduling/Forecasting within a Call Center environment.
* **3 years of management experience** in workforce management or service optimization related fields.
**Nice-to-Haves**
* **MBA or equivalent masters-level degree**.
* **Experience with CRM systems (i.e. Salesforce), telephony solutions (i.e. NICE, GENESYS), AI-driven insights platforms**, and customer engagement technologies.
* **Proven track record of leading large-scale, mission-critical projects** and driving operational efficiencies.
* **Experience executing strategic roadmaps** to achieve organizational goals and performance outcomes.
**Benefits**
As a valued member of our team, you'll enjoy:
* **Comprehensive benefits package**.
* **Various incentive programs/plans**.
* **401k contribution programs/plans**.
**How to Apply**
If you're passionate about innovation, collaboration, and making a meaningful impact, we want to hear from you. Apply now to join our dynamic team at careerzynith and take the first step towards a rewarding career in service optimization.