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Update ContactCenterLeads-Oct2023.md #1419

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22 changes: 7 additions & 15 deletions positions/ContactCenterLeads-Oct2023.md
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Expand Up @@ -88,8 +88,8 @@ title: "Centers of Excellence: Contact Center Modernization Specialist"
# site builder automatically understands. Anything else will not be understood
# as a date.
#馃敾馃敾馃敾馃敾馃敾
opens: 2023-12-25
closes: 2023-12-29
opens: 2023-12-11
closes: 2023-12-15
# These dates are also used to determine whether a position is upcoming, open,
# or closed. Here's how we decide:
#
Expand Down Expand Up @@ -329,19 +329,11 @@ For each job on your resume, provide:
To qualify, you must have one (1) year of specialized experience at the next
lower GS-grade (or equivalent). Specialized experience is defined as follows:

- Experience in relationship management, and serving as a trusted advisor and expert influencer, helping programs and their leadership achieve their missions.
- Experience leading contact center and customer experience strategies for a government agency or private sector enterprise. This experience must include THREE of the following:
- Developing and executing contact center operations or strategies
- Developing and executing customer service modernization operations or strategies
- Leading contact center technology implementation or deployment within internal applications or systems
- Developing and executing on key performance metrics
- Experience navigating highly ambiguous or uncertain situations to deliver results for clients. This experience must include ALL of the following:
- Leading client-facing consulting projects or initiatives
- Collaborating with cross-functional teams to achieve organizational or project objectives and deliverables
- Monitoring and providing mentorship, corrections, and feedback to team members
- Experience overseeing Contact Center Modernization projects at at least TWO federal agencies or private enterprises.
- Experience in strategizing with senior leaders to identify clear key priorities and opportunities to modernize IT, create operational efficiency, improve customer experience, and communicate complex recommendations.
- Experience developing and maintaining strategic application technology portfolios, and roadmaps, conducting interviews and collaborative work sessions with stakeholders, staff, and customers.
- Leading contact center and customer experience operations for (at least two) government agencies or private sector enterprises;
- Strategizing with senior leaders to identify clear key priorities and opportunities to modernize IT, create operational efficiency, improve customer experience, and communicate complex recommendations;
- Leading client-facing projects or initiatives;
- Collaborating with cross-functional teams to achieve organizational or project objectives and deliverables; and
- Developing and maintaining roadmaps, conducting interviews and collaborative work sessions with stakeholders, staff, and customers.


## How to Apply
Expand Down