Contact Center Excellence VP Cotality

Shape the future of customer experience at Cotality as the VP, Head of Contact Center Excellence. Drive innovation by melding technology with exceptional service standards.
In this senior leadership role, you will craft and implement a global CX strategy that ensures every interaction reflects Cotality's commitment to quality. Spearhead the integration of AI, Machine Learning, and automation for improved customer interactions. Partner with internal teams to enhance workflows and manage a high-performing team, fostering a customer-focused culture.
Key Responsibilities:
• Develop and coordinate global CX strategy
• Implement AI-driven solutions for service enhancement
• Collaborate to scale international support operations
• Encourage a culture of service and accountability
• Leverage analytics to inform decisions and improvements
Requirements:
• Minimum of 10 years in Customer Experience roles
• Strong background in AI/ML project execution
• Experience m...