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TITLE: Director of IT/Contact Center Analytics
Location: Fort Worth, TX
Compensation Range : $125,000 - $150,000/year
ICS, a Korn Ferry company, is looking for a Director of Contact Center Analytics for a client in Fort Worth. This person will lead a team that's responsible for all technology related to the contact center - hardware, software, telephony and data analytics. The Director of Contact Center Analytics will be key to ongoing efforts around Salesforce and improving the analytics program.
What You'll Do:
About Infinity Consulting Solutions
At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.
ICS is an Equal Opportunity Employer.
*W2 employees of ICS are offered comprehensive benefits including health, dental and vision.
Location: Fort Worth, TX
Compensation Range : $125,000 - $150,000/year
ICS, a Korn Ferry company, is looking for a Director of Contact Center Analytics for a client in Fort Worth. This person will lead a team that's responsible for all technology related to the contact center - hardware, software, telephony and data analytics. The Director of Contact Center Analytics will be key to ongoing efforts around Salesforce and improving the analytics program.
What You'll Do:
- Execute Contact Center benchmarking and best practices.
- Establish and communicate vision for Contact Center technology roadmap.
- M aximize the compatibility, integration and continuing operations of applications and systems.
- Define and implement consolidation of Contact Center daily metrics into a central control point.
- Effectively develop talent and lead a team to orchestrate digital processes to support increasingly complex and personalized customer service.
- Experience with Salesforce Service Cloud and Case Management capabilities.
- Basic understanding of telephony systems and integrations.
- Previous experience in a Contact Center environment.
- Understanding of Contact Center dynamics and associated KPIs to drive excellent Customer Experience. Experience with Salesforce Analytics is preferred.
About Infinity Consulting Solutions
At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.
ICS is an Equal Opportunity Employer.
*W2 employees of ICS are offered comprehensive benefits including health, dental and vision.
