POSITION SUMMARY: Leads the Contact Center’s development and implementation of programs, policies, and procedures in accordance with industry best practices. Leverages technology to transform processes, increase productivity, improve efficiency across customer direct channels. Identifies and applies capability enhancements that meet changing customer behaviors.  Creates and implements short and long-term business plans optimizing the Contact Center’s talent and infrastructure for maximum efficiency and an exceptional customer experience. Promotes a culture dedicated to fostering high employee engagement levels.   PRINCIPAL RESPONSIBILITIES:     Builds and leads the Contact Center’s operations, systems, processes, and talent that are highly