Found Description
- Deliver a global Contact Center enablement strategy that aligns learning, quality, risk, and consulting to enterprise and segment priorities.
- Partner with Contact Center Operations and Segment leaders to enable customer experience, growth, cost, and transformation outcomes.
- Anticipate and respond to external and internal trends (AI, automation, regulatory change, and evolving customer expectations) and translate them into enablement priorities.
- Lead Global Contact Center Learning to build consistent capabilities across roles, geographies, and business lines, modernizing delivery through digital, coaching, and AI-enabled performance support.
- Own the Global Contact Center Risk, Quality & Assurance framework, including standards, monitoring, insights, and continuous improvement.
- Partner with Risk and Compliance to ensure regulatory, conduct, and operational risk expectations are embedded in learning and operating practices.
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