Director- Call Center

We are looking for a highly innovative and seasoned certified contact center professional with a minimum five years in contact management with a successful track record with all phases of customer service, call center operations, and call center management, project management and client relationship. You must be a hands-on, pro-active leader with exceptional ability to create and implement successful customer focused, profit driven strategies.  Must be able to develop and maintain employee morale to ensure the organization is a world class customer support leader.  You must be able to see the business from the front lines to the senior management level in a team-oriented manner.

 

 

·  Maintain a team culture of ownership and communication to ensure that a customer focused, service-delivery environment is developed and maintained.

·  Partner with senior management to align call center practices and systems with the company’s objectives.

·  Developed and maintained budgetary requirements to ensure department and organizations effectiveness.

·  Translated common customer challenges into actionable items by quantifying the scope of an issue and relating it to business priorities.

·  Develop cross-functional relationships between customer support team and other departments (Marketing, Sales, Accounting, Product Management, HR, IT, etc.)

·  Coach, counsel and develop team in line with the company’s goals and culture.

·  Develop, implement and communicate practices focused on improving the customer experience and efficiency improvements.

·  Established methods to regularly evaluate the current state of the customer experience, providing feedback directly to the executive team.

·  Provide operational analysis to executive management and board of directors as needed and required.

·  Develop customer needs balanced with goals to create a loyalty marketing program.

·  Establish methods to regularly evaluate performance of department, direct reports and provide coaching and development feedback.

·  Metrics owned are: increasing customer retention, increasing customer usage, and up-selling.

 

 

Job Requirements:
-Bachelor's degree (B. A.) from four-year college or university.
-Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
 -Candidate must be able to work on multiple projects simultaneously and in a deadline driven environment.
Specialized Skills:
-Personal computers and telephone system (including ACD and predictive analog).
-Must have excellent written, verbal and interpersonal communications.
-Must possess strong leadership, technical, sales and problem solving skills as well as the ability to manage multiple projects effectively under deadlines.
-General knowledge of the following software applications: word processing, spreadsheet, data base and e-mail.
-Ability to coach, train and motivate personnel.
-Ability to analyze data and statistics.
-Ability to organize, implement and maintain operational standards.

Equal Opportunity Employer M/F/D/V