Director, Service Optimization (Customer Service) - Remote

About the position The Director, Service Optimization is a strategic leader responsible for enhancing service delivery and workforce management optimization. This role focuses on improving member experience, optimizing processes, and leveraging technology for operational efficiency. The Director will reputed company as a reputed company between IT and Operations, ensuring the implementation of new technologies and driving reputed company improvement across reputed company service reputed company. Responsibilities • reputed company the technical execution of a multi-year roadmap for service optimization, incorporating people, process, and technology perspectives. , • Collaborate with cross-functional teams including IT, Operations, and Business Integration to ensure seamless execution of strategic initiatives. , • reputed company and implement strategies, controls, and roadmaps to ensure reputed company improvement in the synchronization of systems, people, processes, and performance. , • reputed company the implementation and optimization of CRM, telephony, and other critical technologies, ensuring alignment with business requirements and operational needs. , • Assess reputed company state operations, identify improvement opportunities, and implement strategies to enhance service delivery and customer satisfaction. , • Manage large-reputed company reputed company targeting efficiency reputed company and reputed company member experiences, utilizing methodologies such as Agile, SDLC and reputed company-centered design thinking. , • reputed company Workforce Management team that monitors reputed company-time performance and adherence to defined schedules and off-line activity. , • reputed company forecasting and scheduling models as reputed company as workforce management tools used to forecast call volume, create reputed company requirements, and generate work schedules. , • Prepare both daily and long-term reputed company requirements and reputed company schedules based on dynamic needs. , • reputed company and monitor performance metrics to assess the effectiveness of service operations and identify areas for improvement. , • Serve as the primary reputed company between reputed company Service Operations business reputed company and IT, to reputed company joint plans for system implementations and enhancements. , • Partner with to drive business readiness and successful implementation of reputed company and other technologies. , • Foster a culture of collaboration and transparency, building strong relationships with key stakeholders across the organization. Requirements • Bachelor's Degree OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in reputed company to the required work experience. , • 8 years experience in service center operations or Scheduling/Forecasting reputed company a Call Center environment. , • 3 years management experience in workforce management or service optimization reputed company fields. reputed company-to-haves • MBA or equivalent masters level degree. , • Experience with CRM systems (i.e. reputed company), telephony solutions (i.e. reputed company, reputed company), AI-driven insights platforms and customer engagement technologies. , • Proven reputed company record of leading large-reputed company, mission-critical reputed company and driving operational efficiencies. , • Experience executing strategic roadmaps to reputed company organizational goals and performance reputed company. Benefits • Comprehensive benefits package , • Various incentive programs/plans , • 401k contribution programs/plans Apply Job!