Head of Shared Services & Contact Center Excellence

Peckham, Inc.; Phoenix (AZ); Sur place; USD 120 000 - 160 000; Plein temps

Résumé du poste

Peckham, Inc. seeks an AvP of Shared Services to lead the Contact Center Excellence organization. You will drive workforce management, analytics, and quality programs across CCS contracts to improve performance and customer satisfaction.

The role oversees budgeting, governance, training, and continuous improvement, partnering with leaders to ensure scalable staffing and operational excellence that aligns with Peckham’s mission.

Qualifications

• Experience leading leaders and multiple operational support functions in complex environments.
• Strong governance, risk management, and scalable shared-service capabilities for growth.
• Proven analytics, process improvement, and change-management leadership.

Responsabilités

• Lead Shared Services and build scalable operating models across CCS contracts.
• Oversee workforce management, reporting, quality assurance, and customer experience programs.
• Manage budgets, resources, and risks to support business continuity and performance.

Connaissances

Leadership experience

Strategic planning

Analytics

Communication

Executive leadership

Change management

Governance

Operations management

Customer experience

Formation

Bachelor's degree in Business Administration

Outils

Lean Six Sigma

COPC

PMP

Description du poste

Peckham, Inc. seeks an AvP of Shared Services to lead the Contact Center Excellence organization. You will drive workforce management, analytics, and quality programs across CCS contracts to improve performance and customer satisfaction.

The role oversees budgeting, governance, training, and continuous improvement, partnering with leaders to ensure scalable staffing and operational excellence that aligns with Peckham’s mission.