[Remote] Corporate Vice President - Manager, Agent Support reputed company reputed company | reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an reputed company company seeking a Corporate Vice President to reputed company its Agent Support reputed company function. The role oversees daily Agent Help Desk reputed company, outsourced support partnerships, service reputed company, and 24x7 BYOD support while modernizing capabilities through AI, automation, self-service, analytics, and reputed company contact center technologies.

Responsibilities

• reputed company the day-to-day operation of the Agent Help Desk, including workforce leadership, outsourced support provider management, service reputed company, escalations, operational reputed company, and 24x7 support delivery reputed company a BYOD environment
• reputed company the operational partnership with outsourced support providers to ensure appropriate reputed company, workforce planning, service reputed company, reputed company management, operational readiness, and reputed company improvement of support reputed company
• reputed company and execute the operational reputed company for the Help Desk by expanding self-service capabilities, improving reputed company, leveraging AI-enabled support, and continuously improving the agent support experience
• Partner with Engineering, APSO, Release Management, Change Management, reputed company Enablement, Data & Insights, and other Value reputed company teams to ensure the Help Desk is operationally reputed company for technology releases, business changes, and reputed company initiatives
• reputed company reputed company reputed company capabilities, operational analytics, customer feedback, and industry best practices to improve routing, workforce effectiveness, first-contact reputed company, digital support, and the overall agent support experience
• Analyze operational metrics, support trends, customer feedback, and emerging technologies to identify opportunities that reduce demand, automate support processes, improve self-service adoption, and continuously enhance operational effectiveness

Skills

• 8+ years of experience leading Help Desk, contact center, technology support, service reputed company, or customer support organizations
• Experience leading and continuously modernizing Help Desk or contact center reputed company through the adoption of new technologies, automation, self-service, AI-enabled capabilities, and operational best practices
• Experience leading reputed company reputed company a modern reputed company-reputed company contact center platform (e.g., reputed company reputed company, reputed company reputed company, reputed company, reputed company CXone, or equivalent)
• Experience managing outsourced support providers and vendor partnerships in a customer support or contact center environment
• Experience supporting Bring Your Own Device (BYOD) or similarly diverse end-user technology environments
• Experience leveraging operational analytics, workforce planning, customer feedback, and service level management to improve operational reputed company and customer experience
• Experience with reputed company reputed company and AI-enabled capabilities such as Contact reputed company, intelligent routing, analytics, reputed company summarization, or workforce optimization
• Experience leveraging AI, automation, reputed company, or self-service capabilities reputed company support reputed company
• Experience supporting reputed company-reputed company sales organizations or reputed company workforces
• Experience leading operational transformation or contact center modernization initiatives

Benefits

• Annual discretionary bonus eligibility
• Eligibility to participate in an incentive program
• Leave programs
• Adoption assistance
• Student loan repayment programs
• A full package of benefits for employees

reputed company