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Senior Director, Platform Operations
A company is looking for a Senior Director, Platform Operations & Capabilities. Key Responsibilities Chart a strategic capabilities roadmap for telephony, agent support, and operational excellence initiatives Lead team implementation of new technology solutions to drive operational efficiencies and improve sales outcomes Monitor team performance through KPIs and maintain a centralized operating playbook for program implementations Required Qualifications Bachelor's degree required 10+ years of experience leading scaled call center operations or capabilities teams 4+ years of experience implementing complex telephony systems or CRM platforms 2+ years of project implementation or project management experience Market knowledge of AI and telephony solutions such as Amazon Connect
A company is looking for a Senior Director, Platform Operations & Capabilities.
Key Responsibilities
Chart a strategic capabilities roadmap for telephony, agent support, and operational excellence initiatives
Lead team implementation of new technology solutions to drive operational efficiencies and improve sales outcomes
Monitor team performance through KPIs and maintain a centralized operating playbook for program implementations
Required Qualifications
Bachelor's degree required
10+ years of experience leading scaled call center operations or capabilities teams
4+ years of experience implementing complex telephony systems or CRM platforms
2+ years of project implementation or project management experience
Market knowledge of AI and telephony solutions such as Amazon Connect