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VP, Contact Center


VP, Contact Center

VP, Contact Center

Aqueduct Technologies Inc.
Providence, RI

Job details

Job Type

Full-time

Aqueduct Technologies is seeking a VP, Contact Center for our premier customer based outside Providence, RI. This role will support a growing team of customer facing contact center employees with a clear vision of digital transformation and customer service at the forefront.
Essential Responsibilities:

  • Provide strong, forward-thinking leadership for a 15+ member, in-house/onshore, customer-facing contact center
  • Manage team to deliver consistently high quality external and internal customer service/satisfaction across multiple communication channels - voice and digital/electronic
  • Leverage current and emerging contact center technology (CRM, chat bots, AI, remote working tools) to facilitate the customer assistance experience and streamline internal workflows
  • Manage vendors, service delivery (in partnership with IT) and customer assistance for all retail and commercial digital services - online banking/bill pay, online account opening, remote deposit capture, debit card management services
  • Develop service quality metrics and actively manage staff performance to same to ensure customer satisfaction
  • Work with IT, Business Development, and business line managers to enhance the customer experience/satisfaction and drive core growth
  • Lead contact center participation in our sales/referral program - inbound (and potentially outbound) calling

Key Competencies:

  • Demonstrated thought leadership re: emerging contact center technology to improve the user experience
  • Strong leadership skills to inspire attainment of team and organizational goals
  • Strong organizational skills to optimize workflows, team performance, and service delivery
  • Adept at multi-tasking in a dynamic environment
  • Agile problem-solving skills, showcasing the ability to anticipate problems and prepare subordinates in advance
  • Positive, productive, and persuasive communicator with excellent listening and training skills
  • Analytical skills to identify recurring issues/trends through data for targeted improvement

Qualifications:

  • 10+ years of management responsibility for a customer-facing contact center of at least 10 FTEs in a financial services environment
  • Demonstrated experience and keen personal interest in leveraging current and emerging contact center technology, including but not limited to CRM tools such as SalesForce.com etc.
  • Experience developing and motivating staff, and driving continuous improvement in delivery of customer service
  • Experience managing service delivery and customer assistance for digital services
  • Experience developing and communicating strategies to staff and senior management

Aqueduct Technologies, Inc. assists customers in finding top talent for their diverse staffing augmentation needs and providing technical solutions including deployment and support of advanced networking, systems, storage, and collaboration solutions to enable better business results. Aqueduct is one of the fastest growing IT services organization in the US, powered by our relentless pursuit of customer satisfaction, corporate culture, and employing the top 10% in the industry.

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Job Type: Full-time


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Hiring for this role


• Mobile: NA

• Location: NA

• Post ID: 21921392


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