Head of Shared Services, Contact Center Excellence

Peckham; Lansing (MI); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Peckham in Lansing, MI seeks an AVP of Shared Services to lead the Contact Center Excellence organization. You will build scalable workforce planning, governance, and reporting across CCS contracts, driving customer experience and execution excellence.

The role partnerships span operations, HR, and technology to sustain improvements. Ideal candidates will bring 8–10+ years in contact center leadership, strong analytic capabilities, and a track record of developing leaders and high-performance

Qualifications

• Requires strong leadership experience in contact center operations or shared services.
• Demonstrated ability to lead leaders and multiple operational support functions.
• Proven track record of analytics-driven improvements and change management.

Responsabilités

• Establish the shared-services operating model, governance, standards, and expansion roadmap.
• Lead performance reviews and accountability routines covering SLAs, quality, and customer experience.
• Manage departmental budget and resource investments; mitigate risks for business continuity.
• Oversee forecasting, capacity planning, scheduling, staffing optimization, and real-time WFM across contracts.
• Oversee accurate reporting, dashboards, and metrics for leadership and stakeholders.
• Lead QA, training, and knowledge management; measure training effectiveness and readiness.
• Drive continuous improvement using Lean/Six Sigma/COPC; prioritize sustainable outcomes.

Connaissances

Leadership

Strategic thinking

Analytics

Communication

Change management

Forecasting

Formation

Bachelor's degree in Business Administration/Operations Management/Public Administration/Organizational Leadership

Outils

COPC

Lean

Six Sigma

Description du poste

Peckham in Lansing, MI seeks an AVP of Shared Services to lead the Contact Center Excellence organization. You will build scalable workforce planning, governance, and reporting across CCS contracts, driving customer experience and execution excellence.

The role partnerships span operations, HR, and technology to sustain improvements. Ideal candidates will bring 8–10+ years in contact center leadership, strong analytic capabilities, and a track record of developing leaders and high-performance