Sr Manager, IT - Contact Center Solutions
Company: Adtalem Global Education
Location: Downers Grove
Posted on: March 26, 2020
Opportunity at a GlanceIn your role as the Senior Manager -
Contact Center Solutions you are accountable for the set of
applications and telephony infrastructure that facilitate 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
- Lead and deliver technical aspects of contact center solutions
- 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
- Develop and maintain roadmaps of contact center capabilities
and collaborate with stakeholders on prioritizing feature
- 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
- 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
- Bachelor's degree in Computer Science, related field, or
equivalent industry experience required. Master's degree
- 5 or more years of experience in a leadership capacity,
overseeing multiple IT functions, personnel management, business
relationships, departmental budgets, vendor and asset
- 10+ years of varied experience in contact center solutions and
- Working knowledge of contact center management systems,
including Salesforce CRM, cloud-based contact center solutions such
as inContact, knowledge base, telephony, workforce management and
- Experience leading multiple call center-focused programs and
projects simultaneously to drive overall performance
- Experience with 99.99% availability with contact center
technologies in a high-volume environment.
- Experience in the development and management of an annual
- Passion for helping customers & exceeding customer
- Excellent interpersonal skills and ability to build effective
relationships with staff at all levels.
- Knowledge around business-driven KPIs, preferably in
- 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.
#AGE1EEOWe are proud to be an EEO employer M/F/D/V. At Adtalem, we
welcome everyone and have a strong commitment towards diversity and
inclusion. We encourage our Colleagues to be their true authentic
selves and support laws that prohibit discrimination everywhere we
do business. We also maintain a drug-free workplace.Who We AreThe
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,
Becker Professional Education, Chamberlain University, EduPristine,
Ross University School of Medicine and Ross University School of
Veterinary Medicine. For more information, please visit
Keywords: Adtalem Global Education, Downers Grove , Sr Manager, IT - Contact Center Solutions, IT / Software / Systems , Downers Grove, Illinois
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