Contact Center, Svp

The Service Group Manager is a senior level management position responsible for managing multiple teams or a functional area through subordinate mangers and their teams, in coordination with the Service team. The overall objective of this role is to oversee the end results of an area including budget, resources, policy formulation and planning.
**Responsibilities**:
- Engage in higher level strategic planning with senior directors, and contribute to short to medium-term planning of actions and resources
- Evaluate staff performance and make recommendations for pay increases, hiring, terminations and other personnel actions
- Ensure high quality and high volume productivity, and drive organizational change through process improvement, eliminating friction points
- Collaborate, build relationships, and work across the organization in a multi-site matrix operations environment
- Establish and execute realistic action steps and timelines
**Qualifications**:
- 10+ ye...