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Senior Manager Contact Center Tools Strategy Operations

Responsible for assessment of CS Operations system opportunities and the
technical project management of initiatives related to CS Agent Desktop Tools
and systems. This position is responsible for identifying technology solutions
that will automate repetitive processes, improve upon productivity, provide
timely information to both the support teams and customers and deliver an
exceptional Customer Support experience. This role will work closely with the
Digital Care, Knowledge & CS Operations, as well as the Support & leadership
team to map out a tool stack architecture blueprint that will support the
continual growth of the Support & organization.Define and direct resource
plans, budget tracking and forecasting. Manage and drive projects to achieve
target scope, schedule and cost. Identify and manage dependencies and impacts
among projects across the portfolio. Manage issues escalated from related
projects. Work with business and technology subject matter experts (PI and
SDSA) to define scope, create estimates, develop budgets, project plans and
charters, and produce Statements of Work and other documentation needed for
funding approvals. Have strong knowledge of contact center technologies and
concept of customer journey mapping and experience in CS operations process
reengineering with solutions.Ensure that all Corporate Systems projects are in
compliance with SEA s s Project Management Methodology and Key Controls, an
ensure that accurate and timely information is collected and reported regularly
on project portfolio progress and financial status. Be responsible for all
aspects of technical project management from project initiation through project
completion, production integration and service activation. Direct project
activities, conduct reviews, manage risk mitigation and change control
processes, and communicate status to senior executives within the development
and business partner organizations.

Role and Responsibilities

* Conduct contact center agent desktop tool and solution feasibility
studies and evaluations
* Assess and identify opportunities and solutions for optimization of agent
desktop tool capability and user experience
* Manage transforming utilization and experience of agent desktop tools
(Unified Agent Desktop)
* Develop solution adoption strategies, and ensure solution adequacy,
scalability, data consistency, security compliance and performance.
* Collaborate with application and infrastructure development teams and IT
Operations team to guide realization of the defined architectures and
solutions.
* Provide technology and technical know-how to the Support & Operations
team.
* Establish Contact Center Tool Support Process
* Develop a PMO Technology and Tools strategy & roadmap that meets the
current business needs and assists in strengthening the quality of our
implementations.
* Responsible for establishing an annual Tools & Technology budget.
* Communicate and negotiate clear timelines and actions for desired
outcomes.
* Ensure solid deployment plans and business readiness to meet plans.
* Ability to handle complexity through thoughtful prioritization and
disciplines that drive towards delivery.
* Solicit regular feedback from internal parties to ensure that the tools
and technology framework is serving the needs of its users.
* Manage project technical scope, including requirements definition
* Define project schedule and resource allocation
* Manage project budget and costs
* Manage project communications across the organization
* Manage the determination of appropriate solutions (technical, business,
and organizational constructs) working with various SEA and HQ teams
* Negotiate agreements with and manage external vendors and consultants
* Secure commitments (resource and schedule) from line managers
* Review deliverables, obtain appropriate business approvals, and provide
final sign-off for milestones
* Ensure overall project quality
* Integrate results of project into customer care operations
* Manage program and project portfolio
* Monitor performance, improvement, and enhancement requirements to align
with business needs
* Determine scope of work efforts and apportion work into discrete
manageable projects
* Ensure that management priorities are followed and that goals are met
* Establish and maintain repeatable project methodology
* Experience working in a matrixed environment, and effectively impact and
influence a wide variety of constituents.
* Have an opinion and know how to influence at all organization levels.
* Work effectively across functional teams and departments
* Work effectively with Senior Leadership team

Skills and Qualifications

* Bachelor's degree or equivalent education and related experience.
* At least 8+ years of working experience in Technology domain.
* Experience in supporting CS operations and process re-engineering to
optimize CS Operations process incorporating system solutions.
* Minimum 5+ years experience with Project Management.
* Strong Knowledge of IT security, Risk Management and Security Controls.
* Deep Knowledge in IT architecture across various technology
infrastructure layers.
* Experience in system design and analysis, service oriented architectures
(SOA) or message orientated middle-ware/web services.
* Ability to adapt to a dynamic environment, whilst delivering high quality
solutions.
* Team oriented, yet has the ability to function independently.
* Several years of deep operations experience with cloud and emerging
technologies.
* Familiarity with operationalizing and deploying key performance
indicators and strategic initiatives for global support and renewals
organizations.
* Experience in documenting process flows and UI/UX tool protocol.
* Experience in documentation of testing protocols and UAT process.
* Experience in business requirement documentation.
* Advanced knowledge of Microsoft Excel.
* Advanced knowledge of Microsoft PowerPoint and creating executive-level
briefings
* Strong analytical skills and the ability to drive change and manage long-
term projects
* Excellent oral and written communication skills, as well as outstanding
interpersonal skills

Samsung Electronics America provides Equal Employment Opportunity for all
individuals regardless of race, color, religion, gender, age, national origin,
marital status, sexual orientation, gender identity, status as a protected
veteran, genetic information, status as a qualified individual with a
disability or any other characteristic protected by law.

OpenFebruary 28, 2020

CloseJune 07, 2020

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