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Job Summary

Job Summary:

We are seeking a dynamic and results-oriented Senior Manager to lead our Commercial Care Center operations across North America. You will be responsible for developing and executing a winning strategy, fostering a high-performing team culture, and ensuring exceptional customer and people experiences. This role requires a blend of strategic thinking, operational expertise, and strong leadership skills.

Main Responsibilities:

• Develop and implement a comprehensive contact center strategy aligned with overall business objectives.

• Lead and manage a team of care center managers, and other roles, across various locations in North America.

• Set operational targets, KPIs, and performance standards for efficient and effective care center operations.

• Drive continuous improvement by identifying and implementing innovative solutions and processes.

• Foster a positive and engaging work environment that motivates and empowers employees.

• Champion a data-driven approach, analyzing metrics and call center performance to identify and address areas for improvement.

• Cultivate strong relationships with key stakeholders across the organization.

• Ensure all operational objectives are consistently met and exceeded.

• Manage budgets and resources effectively.

• Manage and develop the performance of all team members at all levels.

• Champion a customer-centric culture, ensuring all interactions deliver exceptional service.

• Anticipate and proactively address evolving customer needs and trends.

• Recommend and implement transformational projects to enhance customer experience and operational efficiency.

• Performs talent management responsibilities including recruitment, performance management, coaching and career development.

Education and Experience:

• Bachelor's degree in business administration, Management, or a related field

• Minimum 6 years of experience in contact center operations management, with a proven track record of success.

• Experience leading and motivating geographically dispersed teams.

Skills Required:

• Strong strategic thinking and planning abilities.

• Excellent analytical skills with a data-driven decision-making approach.

• Proven ability to develop and implement operational improvements.

• Exceptional communication and interpersonal skills, including the ability to influence and build relationships with stakeholders at all levels.

• Strong leadership skills with a focus on coaching and development.

• Resilience and ability to thrive in a fast-paced and demanding environment.

• Ability to work effectively in a team environment and foster a collaborative spirit.

• Ability to manage multiple priorities and operate effectively in a fast-paced environment.

• Demonstrated ability to manage performance at all levels.

• Commitment to diversity, equity, and inclusion.

• In-depth understanding of customer service principles and best practices.

• Strong attention to detail and a commitment to excellence.

Equal Opportunity Employer (EEO):

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).