Lead the customer journey at Cotality as the VP, Head of Contact Center Excellence. Combine top-tier service with advanced technologies to elevate the customer experience.
As a pivotal leader, you will define and execute a global CX strategy for Cotality, focusing on excellence and brand loyalty. Integrate cutting-edge tools like Generative AI and Machine Learning to enhance customer interactions and self-service capabilities. Collaborate with multiple departments to streamline operations and cultivate a high-performing team across the globe.
Key Responsibilities:
• Define and execute the global CX strategy
• Integrate Generative AI and automation tools
• Collaborate across departments to optimize workflows
• Drive a culture of service within hourly workforce
• Utilize advanced analytics to track KPIs
Requirements:
• 10+ years in Customer Experience leadership
• Proven AI/ML implementation experience
• Expertise in managing large budgets and tech stacks...