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Sr. Manager, Contact Center Solutions - 2407019529W

Description

Kenvue is currently recruiting for:

Sr. Manager, Contact Center Solutions

This position reports into Sr. Director Global Network Services and is based at Skillman, NJ.

Who we are

At Kenvue (https://www.kenvue.com/) , we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent. Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours. For more information, click here (https://www.youtube.com/watch?v=XhsbOsBiX_M) .

Role reports to: Sr. Director Global Network Services

Location: Skillman, NJ

Travel %: 5%

Pay: $144,000 - $195,000

What you will do

The Sr. Manager, Contact Center Solutions is responsible for managing day-to-day systems operations, driving company initiatives, and ensuring systems are in place to support local or global operations. You will lead and negotiate to achieve business strategies and deliver results for internal/external partners, while also contributing to HR-related processes and establishing improvement processes:

Key Responsibilities

• Develop and implement innovative strategies for optimizing contact center solutions in alignment with the Sr. Manager role.

• Lead and design solutions around CCaaS tool in complex environment with integration into CRM, MDM, etc.

• Utilize Genesys Cloud platform to monitor and analyze key performance metrics, such as call volume, response times, and customer satisfaction scores.

• Lead and mentor a team of contact center professionals to ensure exceptional service delivery and customer satisfaction.

• Collaborate with cross-functional teams to identify and implement process improvements that enhance the overall customer experience.

• Stay up-to-date with emerging trends and technologies in the contact center industry to ensure the organization remains competitive.

• Create and maintain a positive and engaging work environment that fosters teamwork, creativity, and continuous improvement.

• Develop and implement strategies to improve systems operations and infrastructure.

• Lead and manage a team of professionals to ensure timely resolution of problems and malfunctions.

• Collaborate with Systems Engineering to coordinate corrective actions and ensure operational integrity of all changes.

• Analyze business processes and identify opportunities for reengineering.

• Contribute to Human Resources processes such as succession planning, talent management, compensation planning, and performance management.

• Establish and maintain common definitions and standards for all operations.

• Drive company initiatives and programs to meet business objectives.

• Ensure systems are in place to support local and global operations and meet customer requirements with respect to time, cost efficiency, and business value.

• Follow quality processes and procedures and evaluate department policy.

• Anticipate and resolve issues and barriers that impede progress.

• Manage project resources and make decisions on hiring, terminations, and promotions for a highly specialized technical group.

• Establish improvement processes to enhance operational efficiency and effectiveness.

Qualifications

What we are looking for

Required Qualifications

• 8-10 years of experience in contact center management or a related field.

• Bachelor's degree or equivalent in a relevant field.

• Proven track record of success in developing and implementing contact center strategies that drive business results.

• Strong leadership skills with the ability to motivate and inspire a team.

• Strong analytical skills to identify opportunities for reengineering and improvement processes.

Desired Qualifications

• In-depth knowledge of contact center technologies and best practices.

• Excellent communication and interpersonal skills with the ability to build strong relationships with internal and external stakeholders.

• Ability to think creatively and strategically to solve complex problems.

• Proven experience in leading and managing a team of professionals.

• Excellent communication, negotiation, and leadership skills to drive company initiatives and programs.

• Ability to anticipate and resolve issues and barriers that impede progress.

• Experience in contributing to Human Resources processes such as succession planning, talent management, compensation planning, and performance management.

• Ability to establish and maintain common definitions and standards for all operations.

• Experience in managing project resources and making decisions on hiring, terminations, and promotions for a highly specialized technical group.

What’s in it for you

Annual base salary for new hires in this position ranges from $144,000 - $195,000 . This takes into account a number of factors including work location, the candidate’s skills, experience, education level & other job-related factors.

• Competitive Benefit Package

• • Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!

• Learning & Development Opportunities

• Employee Resource Groups

• This list could vary based on location/region.

• Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability

Primary Location NA-US-New Jersey-Skillman

Job Function Operations (IT)

Req ID: 2407019529W