Head of Contact Center Ops & AI Enablement

DXC Technology Inc.; Nashville (TN); On-site; USD 120,000 - 190,000; Full time

Job summary

DXC Technology Inc. in Nashville seeks an experienced Manager, Contact Center Operations to lead day-to-day support center activities across multiple client accounts.

You will coach Associate Managers and analysts, optimize SLA attainment, implement process improvements, and champion automation and AI-enabled solutions to enhance customer experience. This role emphasizes data-driven leadership, accountability, and collaboration with cross-functional teams to deliver consistent performance and

Qualifications

• Bachelor’s degree in Business, Technology, Operations, or related field, or equivalent professional experience.
• 10+ years of contact center/BPO/BPS leadership experience.
• Experience managing multiple accounts/sites.
• Strong knowledge of SLAs, AHT, quality, and customer satisfaction.
• Experience with automation, AI-enabled solutions, and analytics.

Responsibilities

• Lead day-to-day contact center operations and ensure performance against SLAs, KPIs, quality standards, productivity targets, and customer experience objectives.
• Directly manage Associate Managers, analysts, and/or other contact center team members; coach and develop leaders.
• Identify opportunities to improve processes, workflows, quality, and productivity; implement data-driven improvements.
• Partner with Workforce Management and cross-functional teams to optimize staffing and service levels.

Skills

People leadership

Operations management

KPIs & SLAs

Data-driven decisions

Multi-account delivery

Regulatory/compliance

Job description

DXC Technology Inc. in Nashville seeks an experienced Manager, Contact Center Operations to lead day-to-day support center activities across multiple client accounts.

You will coach Associate Managers and analysts, optimize SLA attainment, implement process improvements, and champion automation and AI-enabled solutions to enhance customer experience. This role emphasizes data-driven leadership, accountability, and collaboration with cross-functional teams to deliver consistent performance and