Job Description
Description
This position will be located at 5555 Cleveland Ave, Columbus, OH.
Summary:
The CSC Service Strategy and Execution - Operations Optimization and Insights Director is responsible for the strategy and execution of Huntington’s largest contact center which includes, but is not limited to:
+ Forecasting and capacity planning, scheduling, workforce management, performance management, IVR management, reporting, scorecard creation and maintenance and incentive program management.
+ Leadership of a culture that connects operational excellence to customer experience and colleague enrichment.
+ Creating a scalable infrastructure positioned for future growth and integration with Consumer and Regional Banking objectives and other CSC functions and initiatives, support of colleague acumen related to operations management and alignment with all Corporate Operations & Transformations objectives.
Duties & Re...
This position will be located at 5555 Cleveland Ave, Columbus, OH.
Summary:
The CSC Service Strategy and Execution - Operations Optimization and Insights Director is responsible for the strategy and execution of Huntington’s largest contact center which includes, but is not limited to:
+ Forecasting and capacity planning, scheduling, workforce management, performance management, IVR management, reporting, scorecard creation and maintenance and incentive program management.
+ Leadership of a culture that connects operational excellence to customer experience and colleague enrichment.
+ Creating a scalable infrastructure positioned for future growth and integration with Consumer and Regional Banking objectives and other CSC functions and initiatives, support of colleague acumen related to operations management and alignment with all Corporate Operations & Transformations objectives.
Duties & Re...