Sodexo Senior Director, Centralized Services in Youngstown, Ohio
Sodexo is currently seeking a Senior Director, Centralized Services to lead the Contact Center team, aligning the Service Operations Service desks (FM, Supply Chain and Security) to form one high performing team, aligned to standardized ways of working. This role is based in Youngstown, Ohio and relocation is available.
This Senior Director, Centralized Services will be the Subject Matter Expert working with the bid and mobilization teams across segments, to ensure that a competitive and compelling Contact Center service meeting the needs of the client is identified and sold at bid stage, and then effectively mobilized. Working with IFM Service, and the Global Contact Center team to deliver the strategic objective of further developing the capabilities of the Contact Center in the US & Canada, and embedding this service across all segments, enhancing and optimizing the service delivered, whilst delivering cost savings to the accounts.
The successful candidate will:
Design, bid, mobilize and deliver effective Contact Center solutions in line with client/segment requirements and best practice
Work with the global Contact Center network – building the toolkit and ensuring that Sodexo provides consistent services when mobilizing new contracts across US
Leadership of the Contact Center to ensure that all client KPIs and customer satisfaction is achieved
Have good understanding of all associated Call Center technology for example Telephony (Cloud based systems), Workforce Optimization, Call Recording and CAFM systems (Global Maximo, Verisae, service track etc.)
Develop high performance team; ensuring engagement targets are achieved
Develop and expand the Contact Center services, increasing the technical skills within the team to align to the global model
Drive excellence in operational delivery to new and existing clients to maximize efficiencies and effectiveness.
Define transformation scope based on inputs and insights from respective stakeholders
Define business requirements and data collection, operational design process, business process re-engineering and transforming
Overall project management of the transformation (timeline, budget control, local communication, coordination, planning management, reporting)
Responsibility for successful delivery of performance within agreed SLAs and KPIs targets.
Leading partnership with key stakeholders to ensure successful development and deployment to drive profitable growth in Region
Manage in alignment with IS&T impact on local applications: interfaces, data migration etc. and ensure coordination and synchronization of local applications changes
To support with the development and benchmarking of systems and processes to ensure ongoing improvement in performance and efficiencies.
Is this opportunity right for you? We are looking for candidates who are/have:
Extensive experiencing at a senior level of managing operational customer service teams
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
Proven Management and/or relationship management experience at a senior, strategic level role
Established track record of exceeding targets, KPI’s SLA’s, in a quality led and compliant environment
Able to interpret and develop strategy and make recommendations.
Demonstrate ability to motivate and communicate with others at all levels
Influential relationships skills
Excellent communication and negotiation skills
Able to adapt and succeed in a changing environment
Evidence of well-developed leadership skills
Knowledge of market leading technology and models in relation to the services provided
Clear understanding of how to design and develop operating policies and procedures
Ability to identify and implement strategies to improve quality of service, productivity and profitability
Minimum of 5 years’ experience in senior management within a Contact Center / Service Center environment
- Qualification within the Customer Services / Call Center / Contact Center environment/field
At Sodexo, we believe every employee should have the resources to be their best. As part of our overall rewards, we offer benefits programs designed to help you maintain a healthy lifestyle including health, dental and vision insurance. We also offer other benefits like paid time off, financial and savings programs, 401k, and access to our employee assistance program and other discounts. Click here for more information aboutSodexo’s Benefits (https://bit.ly/2EVNezw) .
Not the job for you?
At Sodexo, we offer positions that support a variety of career goals working in diverse business segments, including Corporate Headquarters, Corporate, Schools, Universities, Government and Agencies, Healthcare, Senior Living and Sports and Leisure locations across the United States.Continue your search today (http://bit.ly/SdxJobs) .
Working for Sodexo:
How far will your ambition, talent and dedication take you? Sodexo fosters a culture committed to the growth of individuals through continuous learning, mentoring and career growth opportunities.
The purpose of this role is to lead the Command Center team, aligning the Service Operations Service desks (FM, Supply Chain and Security) to form one high performing team, aligned to standardised ways of working.
Subject Matter Expert working with the bid and mobilisation teams across segments, to ensure that a competitive and compelling Command Center service meeting the needs of the client is identified and sold at bid stage, and then effectively mobilized.
Working with IFM Service, and the Global Command Center team to deliver the strategic objective of further developing the capabilities of the Command Center in the US & Canada, and embedding this service across all segments, enhancing and optimising the service delivered, whilst delivering cost savings to the accounts.
Manage a budget ($5M) to ensure all staff are funded and that services are competitively costed, and all costs are recovered.
Qualifications & Requirements
Basic Education Requirement - Bachelor’s Degree in a relevant field or equivalent experience
Basic Management Experience - 10 years related functional experience
Basic Functional Experience - 10 years related functional experience
Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.
System ID 708494
Relocation Type Yes - According to Grade
Employment Status Full-Time