Found Description
Job Description
The Managed Services Director will lead a high‑performing customer service organization, driving operational excellence, transformation initiatives, and strategic project execution. This role is responsible for managing large‑scale contact center operations, enhancing client and consumer experiences, and delivering measurable business outcomes. The ideal candidate will bring deep expertise in contact center management, transformation leadership, and project delivery within a global financial services environment.
Key Responsibilities
Operational Leadership
- Lead and motivate a team of contact center managers and frontline associates to deliver world‑class customer service.
- Oversee day‑to‑day operations, ensuring service level adherence, budget compliance, and performance against key metrics such as handle time, overtime, and customer satisfaction.
- Partner with workforce planning teams to ensure 24/7 su...