Familiarity with Call Delivery, contact center technology, or telephony operations is desired.
Experience with ServiceNow ticketing, request management, reporting, or Knowledge Base administration.
Experience developing or maturing change management, intake, demand management, or shared services processes.
Experience in strategic planning, capacity planning, governance, and reporting frameworks.
Experience coordinating cross-functional technical enhancements and operational changes.
Experience developing prioritization models, service-level expectations, operational dashboards, or performance measures.
Experience supporting technology transformations or enterprise-scale operational initiatives.