Senior Director - Knowledge Management Leader in Chicago, IL

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Finance & Insurance   •  

Not Specified years

Posted 8 weeks ago

He/she is the primary contact for process excellence and compliance. He/she interacts with the business units and the vendor to ensure the performance of internal and vendor contact centers meets business and client expectations.

The accountability of the Senior Director - Knowledge Management Leader is:

  • Ensuring contact centers (in-house and outsourced) meet all business and client SLAs associated with quality and customer satisfaction
  • Compliance of in-house and vendor agents with all regulations and client/BU requirements through appropriate training and coachin

The main responsibilities of the Senior Director - Knowledge Management Leader are:

  • Lead all quality assurance, compliance, and training within the contact centers.
  • Work directly with business units, along with the associated relationship managers, to determine quality/compliance requirements for all in-scope clients.
  • Coordinate with the vendor management team to oversee vendor quality assurance and ensure SLA compliance
  • Inform and supervise vendor training and scripting (along with the VMO team)
  • Develop digital assets to improve the contact center experience
  • Cultivate a digitally-oriented culture for the QA and Training functions

Interdependencies & coordination of the Senior Director - Knowledge Management Leader are:

  • Work with the VMO team to coordinate vendor reporting and licensing.
  • Work with ARHS/Affinity relationship managers to gather BU/Client requests for workforce and analytics.
  • Coordinate with Technology team to implement contact center's technology agenda, and aid in the budgeting and reporting process.

You bring knowledge and expertise

Competencies, knowledge, and skills:

  • Strong understanding of contact center quality assurance and compliance best practices
  • Strong vendor relationship management skills (to oversee vendor QA/training)
  • Expertise in training
  • Ability to advise firm leadership on and implement contact center technology strategy
  • Strong understanding of in the interdependencies between digital and its influence on training
  • Understanding of end-to-end compliance requirements across in-scope business units
  • Experience and skills to incorporate automation in business processes
  • Managerial experience with teams larger than 10
  • Knowledge of cross-BU processes
  • Communications skills