REQUIRED SKILLS/ABILITIES:

• Strategic mind-set and know-how
• Demonstrated ability to analyze performance metrics and use data to drive measurable improvements and drive operational efficiency
• Strong change management capabilities
• Excellent leadership skills demonstrating strong verbal and written communication skills
• Strong attention to detail
• Computer savvy

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred).
• 7+ years of progressive leadership experience in high-volume contact center, customer experience, or shared services environment
• Strong proficiency in CRM platforms, telephony systems, and digital communication tools (chat, SMS, email, etc.)

• Motivates and empowers team(s) to deliver outstanding results through employee engagement, leadership management and change management
• Drive operational excellence and customer satisfaction
• Role models and champions Mia Core Values and Service Values