Contact Center Practice Lead

2 days ago

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Tidal Basin Group

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Government • Telecommunications • Healthcare Insurance

Tidal Basin Group is a comprehensive emergency and disaster management company that focuses on empowering communities with innovative solutions to enhance global resilience. They provide a wide range of services, including emergency management, disaster recovery, public program management, and cutting-edge technology solutions tailored for federal, state, local, territorial, and tribal governments, as well as transportation, healthcare, and educational sectors. Their expertise extends to handling disaster-related housing programs, regulatory compliance, and providing training and preparedness exercises for diverse organizations. With a presence in the Caribbean, Tidal Basin is also committed to aiding regions like Puerto Rico and the U. S. Virgin Islands in their disaster readiness and recovery efforts. Through their operations, they strive to ensure that the communities they serve are not only prepared for potential catastrophes but also resilient and capable of building back better in the aftermath.

201 - 500 employees

🏛️ Government

📡 Telecommunications

⚕️ Healthcare Insurance

📋 Description

• Demonstrate leadership, knowledge, and application of industry contact center support processes, workforce planning, standards of practice, policies and procedures, quality improvement processes, and the goals of the organization. • Hire the best staff within the team and monitor staff training to ensure new and existing business enablement support team members can deliver on their role-specific mandate, as well as the mission, vision, and values of CX Solutions. • Day-to-day management of the respective teams to develop and maintain operational programs to meet business objectives. • Foster an environment of continuous learning, employee development, and innovation. • Work with the contact center leadership team to define how we can leverage innovative processes, technologies, and proven industry best practices to better enable our operations front line and deliver the highest quality services for our clients. • Serve as the key knowledge resource and functional lead representing the contact center to internal stakeholders, with a strong understanding of all key performance metrics and their associated drivers. • Own the continuous development and implementation of critical operating programs such as target setting, proactive goal setting. and incentive programs. • Drive process improvement and technology optimization to help assist the production teams to manage service SLAs and optimize resourcing to meet future demand. • Own and implement a culture of performance excellence through client and quality centric program monitoring, and continuous improvement. • Establish, monitor, and maintain current and future operational policies and procedures (SOPs), performance measures, metrics, and production control processes. • Conduct process mapping, analysis, and redesign to drive operational improvements. Identify and develop processes to optimize efficiency, productivity, and workflow while ensuring compliance with internal and external controls. • Successfully lead large projects and help the operations grow and scale over time. Participate in business reviews and help drive discussions to identify and improve outcomes. • Work with key stakeholders to determine service needs and the 3-5 year roadmap to meet the current and future Contact Center Growth. • Review opportunities and respond to RFPs. • Oversee the billing process to ensure accuracy and timeliness. Develop and implement strategies for effective accounts receivable (AR) collection to minimize outstanding balances and improve cash flow.

🎯 Requirements

• Bachelor’s degree with a business discipline or equivalent experience • 10+ years of leadership experience in a contact center environment and in a business enablement support role (Workforce planning, Business Analytics, Quality, and Training) • Strong analytical and problem-solving skills (Certification and/or work experience in process engineering and/or quality management methodology. • Demonstrate experience as a change champion and strong people leader. • Strong understanding of organizational development, policy development, and people practices. • Ability to think critically and apply rigor yet move with the pace of a high-growth organization. • Ability to communicate with all levels of the organization and corporate leadership. • Excellent writing skills with attention to detail and accuracy, as well as the ability to meet critical deadlines in a timely and effective manner.

🏖️ Benefits

• Ability and willingness to deploy to project sites for at least 2 weeks at a time with travel being a possibility of up to 50%