• Director, IT - Contact Center Solutions

    Location US-IL-Downers Grove
    Job ID
    2019-107521
    Institution
    Adtalem Global Education
    Department
    Information Technology
    Employment Type
    Regular Full-Time
    FLSA Status
    U.S. - Exempt
  • Opportunity at a Glance

    In your role as the Director, IT - Contact Center Solutions you are accountable for the set of applications and telephony infrastructure that support call centers and contact center colleagues across all of Adtalem.  In this “hands on” role, you manage the relationship between IT and the institutions, ensuring that the business goals of the organization are enabled through call center technology. You direct an organization of product and project owners who identify, design and deliver technology solutions to achieve improvements in Adtalem call centers.

    Responsibilities

    • Lead and deliver technical aspects of contact center solutions and services
    • Manage and execute communication activities with business partners regarding contact center solutions including but not limited to roadmaps, new features, and platform incidents as appropriate including user impacts and resolution plans
    • Establish and track appropriate metrics to facilitate ongoing governance and continuous improvement
    • Collaborate with stakeholders to identify and implement opportunities for enabling business value and effective user experience
    • Develop and maintain roadmaps of contact center capabilities and collaborate with stakeholders on prioritizing feature development
    • Collaborate with senior leader to generate strategic, multi-year roadmaps addressing key areas such as call recording, call routing, and reporting
    • Remain up to date on external contact center trends, benchmarks and features
    • Lead the evaluation, selection and integration of vendor packages, focusing on, workforce management and customer relationship management (CRM)
    • Mentor and train team members, provide consistent performance feedback, and address hiring and termination processes as needed

    Qualifications

    • Bachelor’s degree in Computer Science, related field, or equivalent industry experience required. Master’s degree desired.
    • 5 or more years of experience in a leadership capacity, overseeing multiple IT functions, personnel management, business relationships, departmental budgets, vendor and asset management.
    • 10+ years of varied experience in contact center solutions and management
    • Working knowledge of contact center management systems, including Salesforce CRM, cloud-based contact center solutions such as inContact, knowledge base, telephony, workforce management and training.
    • Experience leading multiple call center-focused programs and projects simultaneously to drive overall performance improvements.
    • Experience with 99.99% availability with contact center technologies in a high-volume environment
    • Experience in the development and management of an annual budget
    • Passion for helping customers & exceeding customer expectations
    • Excellent interpersonal skills and ability to build effective relationships with staff at all levels
    • Knowledge around business-driven KPIs, preferably in e-commerce.
    • Ability to proactively investigate business challenges to provide the best possible solution
    • Ability to adapt to changing environments
    • Ability to travel to other Adtalem locations, as required.
    • Completes other duties as assigned.

    INDEED1
    We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.

    Who We Are

    The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, the Association of Certified Anti-Money Laundering Specialists (ACAMS), Becker Professional Education, Chamberlain University, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.

     

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