Finance Contact Center Lead

We are seeking a proactive and service-oriented Finance Contact Center Lead to establish and manage a centralized support capability within our Finance/Accounting Shared Services organization.

Requirements

• Design and implement an Accounting Contact Center Shared Services Help Desk framework
• Develop and maintain service level agreements (SLAs)
• Ensure timely and accurate resolution of tickets through standardized workflows and escalation protocols
• Partner with Payroll, I2P, and O2C teams to resolve more complete inquiries and improve support processes
• Deploy and optimize ticketing platforms, chatbots, and AI agents
• Develop and maintain self-service tools
• Design and implement telephony systems, prompt menus, and routing logic
• Develop and track KPIs related to ticket resolution time, customer satisfaction, and service quality
• Benchmark against Shared Services and Global Business Services (GBS) industry best practices
• Propose innovative strategies and approaches to elevate service delivery and user experience
• Source, manage, and execute a portfolio of initiatives focused on improving help desk efficiency and responsiveness
• Conduct root cause analysis on recurring issues and recommend process or system changes

Benefits

• 401k savings & company match
• Paid time off
• Paid holidays
• Maternity leave
• Parental leave
• Military leave
• Other leaves of absence
• Health, dental, and vision benefits
• Health savings accounts
• Flexible spending accounts
• Life & disability benefits
• Identity theft protection
• Pet insurance