Contact Center Workstream Lead

Purpose:
Position Title:Contact Center Workstream Lead
Department:Business Operations
Reports To:SVP, Operations

Purpose
The purpose of the department is drive contact center operations for Expedia Leisure Group (US only). The Contact Center Workstream Lead provides strategic and execution leadership for the Contact Center business transformation initiative.
Responsibilities
?Oversee, integrate, and provide overall program management support across the whole of the Contact Center Business Transformation Initiative (AKA “CC Workstream”). Responsibilities extent from opportunity assessment and strategy development, through to program implementation, evaluation, and the realization of associated benefits.
?Serve as the primary point of contact for the CC Workstream with various constituents including the CC Workstream Executive Sponsor, the Executive Governance Board, the Integration Management Office (IMO), and other senior managers within the organization. Conduct regular meetings with CC Workstream project leads, Executive Sponsor, other Workstream leads, and the IMO to facilitate communication and transparency regarding CC Workstream activities.
?Drive all projects within the CC Workstream to create and maintain accurate project plans, business cases and financials; synchronize and scrutinize to drive improvements where applicable, ensuring all plans are strategically and financially sound, logistically feasible, and otherwise represents the best possible direction for the company. Establish tracking and reporting mechanisms to measure the successful delivery of project deliverables, milestones and financial benefits
?Provide SME support to all project leads within the CC Workstream, helping them to address business and/or technology issues, navigating requirements and dependencies with other areas of the organization, general troubleshooting, etc.
?Coordinate project management deliverables across the CC Workstream including the preparation of weekly status reports, business case tracking, issues/risks and escalations, and all required Governance Board presentations.
?Ensure the needs of various internal clients (e.g., other points of sale) are fully understood and accounted for in all project plans, business cases and financials.

Requirements
Experience: 5-8 years related experience
Education: Bachelor’s degree required. Masters degree preferred.
Knowledge, Skills, and Abilities:
Experience working in a large scale, technology-enabled contact center environment
Experience working with CRM and IVR technologies
Experience developing and implementing new technologies and/or business processes within the contact center environment
Ability to develop sound business case/s; apply appropriate rigor to the development of project financials
Strong strategic and critical thinking skills; ability to see the “big picture” while also diving into the details where necessary.
Strong customer focus, results orientation, problem solving skills.
Very strong communicator and team leader.
REQUIREMENTS
Please see Job Description