Contact Center Implementation Director – LATAM

Position: Location:
Contact Center Implementation Director LATAM | Consultant, B2B LATAM
Industry: Job ID:
IT,  Electronics CCR12IT – 98


Contact Center Implementation Director, LATAM
– Consultant, B2B

An experienced project manager executive (experienced in implementing an outsourced contact center) in charge of the implementation of an outsourced contact center operational model serving all the operations in LATAM, covering a wide array of customer interaction categories (e.g. inbound customer care, outbound telemarketing, collections, and digital care channels….).
-Hired on a contract basis (12 – 18 months), with the option to extend it or become a permanent regional executive position at the end of the engagement
-based in Panama, Colombia, MX, CR, EV, or Florida, US

•Advise in the evaluation of contact center provider proposals, and together with the working team assigned to this project, provide advice and analysis during the subsequent negotiation and contract finalization stages, ensuring that the final agreement(s) with contact center provider(s) are aligned with the strategic and financial objectives, and that they protect the company through appropriate service level agreements and related contractual terms
•Define an implementation plan (by country, business line, customer segment, campaign type, etc.) that ensures a smooth implementation with proper phasing, minimizing risks and disruption to the current operating model.
•Recommend the technical and operational set-up to be adopted by the selected contact center provider / s, ensure an effective integration of platforms and tools, and promote the use of best-in-class technology, processes and customer care solutions (e.g. speech and advanced analytics, IVR and digital bots, digital front and back-ends) to deliver the mission of leading the adoption of the digital lifestyle
•Recommend and evaluate alternatives in terms of number of contact center sites and providers over time that balance complexity and the need for competition
•Define the strategic approach to ensure a consistent set of measurements and customer experience across the target contact center providers, with the ultimate purpose of driving customer satisfaction and revenues, with the maximum level of service at the lowest possible cost
•Manage the implementation of the proposed contact center operating model, in close cooperation with regional and local representatives (customer operations, business units, finance, IT, network, procurement and HR etc…), capturing and prioritizing all relevant requirements, and producing operating guidelines and policies, training and procedures to facilitate the adoption of the new operating model at all levels
•Define and implement, in close cooperation with HR, the change management plan for the entire organization, with particular focus on existing contact center and customer operations personnel; to that effect, contact center implementation project manager should envision and assess potential alternatives for the maintenance, upscaling, downscaling, transfer and/or migration of existing contact center operations, and execute the preferred alternative in a sensitive way that protects our work environment and organization
•Define and build methodologies and tools to monitor and report the implementation plan progress (timeframe, budget), and deliver insight through actionable performance and quality assessment dashboards and management reports, thus providing visibility to the steering committee and other stakeholders and the local operations
•Help assess company’s capability and competency gaps regionally, and contribute to building and coaching a world-class regional contact center organization capable of managing the target contact center maturity model once implementation is complete

Required Qualifications:

•Bachelor’s degree (B.A.),  Masters Degree – a plus
•10+ years of experience as a contact center or customer service executive in a service-oriented large multinational company  or a tier 1 call center or BPO contact center provider operating in multiple countries
•Expertise implementing an outsourced contact center – must
•Very good Spanish and English
•COPC certification – a plus

•Clear understanding on different pricing structures for outsourced operations and call centers in particular, as well as technology trends
•Highly familiar with the leading players in the call center industry and capable of building strategic long-lasting partnerships with best-of-breed providers
•Demonstrable experience in the end-to-end process from contract to performance management through third parties
•Deal-making attitude and expert negotiation skills
•Ability to effectively cope with change and able to decide and act with limited information
•Excellent verbal and written communication and ability to influence and engage at all levels of the management organization, from mid managers to C-level and Board audiences


-very attractive salary
-contract B2B
-for the period of 1 – 2 years with the option to extend it
-based in Panama, Colombia, MX, CR, EV, or Florida, US (depending on your location)

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