Job Number: 120000039V
Description
The Director of Infrastructure and Tools is responsible for defining and delivering an overall suite of systems to support contact center operations (for US and service as an advisor to other markets), including agent-facing, customer-facing and business applications. This role defines standards for business continuity and security and provides leadership. The primary focus of the role includes:
- Providing expertise to BBY enterprise, US ECC (in-country) and CoE organizations on call center infrastructure (e.g. telephony), desktop tools (e.g. Breeze), business tools (training, reporting, WFM), security, business continuity (RTops) and channel enablement (e.g. customer-facing).
- Developing long-range roadmap for ECC infrastructure standardization across markets, aligned with BBY enterprise technology strategy
- Directly supporting the design and implementation of the US in-country technology strategy and plan
- Developing framework to assess use of vendor-provided tools and work with Contact Management CoE to drive more efficient an effective use of vendor tools across markets, where appropriate
- Leveraging expertise to identify opportunities to maximize IT investments across markets, including high-level business case development
- Developing and communicating policies for security and non-disclosure/confidentiality for US and share with other markets
- Ensuring updated, effective, disaster recovery plans and testing for US and share with other markets
Required:
- Bachelor's Degree or equivalent industry experience,
- 8+ years of progressive experience in customer services, operations, marketing, analytics, training, business retail or related area
- 4+ years of management or leadership experience including people and budget experience
- 8+ years of experience managing or leading projects, process or running business activities
- Excellent communication skills, both in person and virtual
- Strong customer service orientation
- Strong knowledge and skills utilizing tools and technology
Preferred:
- Advanced degree
- 4+ years of experience at a manager or director level in a large, global consumer-oriented business in the retail industry and/or a multi-channel/multi-brand business
- Cross channel experience
Job: Enterprise Customer Care
Primary Location: United States-MN-Richfield
Organization: Best Buy US Corporate
Job Posting: Aug 8, 2012
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