VP, Head of Contact Center Excellence

VP, Head of Contact Center Excellence

As the primary architect of the customer journey, the VP will lead strategies that blend world‑class service with cutting‑edge technology, reporting directly to the COO.

Key Responsibilities

• Define and execute the global CX strategy, ensuring every touchpoint reflects Cotality’s commitment to excellence and brand loyalty.
• Lead the integration of Generative AI, Machine Learning, and automation tools to enhance self‑service capabilities, predictive support, and personalized customer interactions.
• Collaborate with Performance Excellence, Technology, and Product to optimize workflows, scale support operations, and manage a high‑performing global team.
• Drive a service culture and performance for the hourly workforce.
• Utilize advanced analytics and AI‑driven sentiment analysis to track KPIs (NPS, CSAT, CES) and translate customer feedback into actionable product and operational...

Ready to Apply?

Submit your application today and join our talented team at Cotality.