Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Director Of eDiscovery
Employment Type: Full Time, Executive Level
Department: eDiscovery and Litigation
Contact Government Services is seeking an experienced and motivated Director of eDiscovery for one of our large government projects. This is an exciting opportunity to lead an electronic discovery team within the Government. This position is responsible for supporting the Government’s professionals in all aspects of litigation support and e-discovery processes, including providing project management, Electronically Stored Information (ESI) intake, data analysis, early case assessment, document production, and liaising with third-party vendors.
CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.
Skills and attributes for success:
- Performs administrative functions associated with the day-to-day use of litigation support software eDiscovery databases, including but not limited to:
- database creation and maintenance;
- importing images, data and transcripts;
- searching and exporting data;
- document scanning, OCR and coding;
- and document productions
- Processing and publishing of electronically stored information for cases.
- Assists in the preparation of documents and exhibits for trial.
- Receives and logs incoming media; maintains chain of custody and other tracking documentation for media and data, both received and produced.
- Contributes to internal process development, preparing workflows and other documentation.
- Ability to work overtime hours, including on nights and/or weekends, on a per-project/case basis.
- Problem-solving skills.
- Work directly with the General Counsel, Attorneys, Law Clerks, and Legal Assistants as part of the matter team.
- Assist with troubleshooting of technical issues within the eDiscovery platform.
- Maintain a working knowledge of the discovery industries' best practices and new regulations through training, certification completion and networking.
- Meet with and build relationships with eDiscovery vendors and maintain relationships with current vendors.
- Desire to be self-motivated and eager to shape the future of the department.
- Ability to learn new eDiscovery review platforms quickly.
Qualifications:
- An understanding of the litigation lifecycle and electronic discovery/document review processes, procedures and practices is required.
- 7 years of experience in a litigation support, electronic discovery and/or technology support environment, preferably within the Government, but a law firm or top eDiscovery vendor is also acceptable.
- Experience performing Administrator and Case Manager functions in Relativity.
- Experience with providing end-user support on all Litigation Support applications, including but not limited to assisting with end-user training.
- Experience with Relativity, Nuix, Concordance, IPRO and other applicable eDiscovery software platforms.
- Must be a US Citizen.
- Must be able to obtain a favorably adjudicated Public Trust Clearance.
Ideally, you will also have:
- The Relativity Certified Administrator Certification.
Our commitment
Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our clients’ specific needs. We are committed to solving the most challenging and dynamic problems.
For the past seven years, we’ve been growing our government contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.
Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.
We care about our employees. Therefore, we offer a comprehensive benefits package.
- Health, Dental, and Vision
- Life Insurance
- 401k
- Flexible Spending Account (Health, Dependent Care, and Commuter)
- Paid Time Off and Observance of State/Federal Holidays
Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Join our team and become part of meaningful government innovation!
Explore additional job opportunities with CGS on our Job Board:
https://cgsfederal.com/join-our-team/
For more information about CGS please visit: https://www.cgsfederal.com or contact:
Email: info@cgsfederal.com
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