Business Process Owner - Contact Center Technology

Kforce has a client that is seeking a Business Process Owner - Contact Center Technology in Plano, TX.

Overview: As a Business Process Services Owner, you will plan, direct, and coordinate activities for complex processes, focusing on the integration and optimization of advanced and modernized contact center technologies. This includes defining problems, evaluating requirements and designing, testing, and implementing business processes that leverage cutting-edge technological capabilities, including those that enable automation.

You will gain a deep understanding of process operating objectives, business rules, performance requirements, risks, and controls, as well as the interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance for efficient and effective design and execution. You will support the alignment of processes with the overall customer experience strategy and vision.

Responsibilities:

• Develop and implement strategic customer-specific business process program plans that align with enterprise strategy and influence appropriate roadmaps; Apply expert knowledge of the business to lead the alignment and development of business deliverable processes and capabilities to materially change and improve business performance
• Manage process performance by developing control limits, monitoring key performance indicators (KPIs), and informing stakeholders of any deficiencies, improvements, operational risks, or issues
• Identify, own, execute, enhance, and align controls to mitigate operational and compliance risks within your owned processes; Develop comprehensive communication plans for customers and internal stakeholders, ensuring alignment through proactive communication and engagement strategies