Customer Service/Tech Support Call Center Director

Job Purpose:

 

Meets customer requirements by directing staff; developing and implementing purchasing, logistical, and production systems. Maintaining customer satisfaction by providing problem-solving resources.  Servicing customers by planning, implementing, and evaluating customer service systems. Building market position, developing and defining business relationships.

 

Duties:

 

? Accomplishes customer service human resource strategies by determining accountabilities; communicating and enforcing values, polices, and procedures; implementing recruitment, selection, orientation, training, coaching, counseling, disciplinary, and communication programs; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensations strategies; developing personal growth opportunities.

 

? Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.

 

? Develops customer service organizational strategies by contributing customer service information, analysis and recommendations to strategic thinking and direction; establishing customer service objectives in line with organizational objectives; completing audits; identifying customer service trends; determining system improvements; implementing change.

 

? Achieves financial objectives by establishing objectives; developing budgets; controlling costs; maximizing use of assets. Develops customer service financial strategies by estimating, forecasting and anticipation requirements, trends and variances; aligning monetary resources; developing actions plans; measuring and analyzing results; initiating corrective actions; minimizing the impact of variances.

 

? Evaluates telecommunications competition by analyzing marketplace information on competitors' current and new products, pricing structures, service, sales campaigns, discounts, etc.; tracking industry news and trends.

 

?  Develops telecommunications products, service, and pricing by evaluating competitive developments; analyzing, and discovering gaps in, current products, service, and pricing; analyzing customers? needs and requests.

 

?  Controls sales presentations by evaluating potential customer goals and needs; preparing sales call and escalation guidelines; supporting and participating in sales calls and demonstrations; approving sales literature; organizing sales teams; approving proposals and requests for proposal (RFPs) and requests for information (RFIs); making key sales presentations; participating in product expositions.

 

? Protects organization?s value by keeping information confidential.

 

? Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

 

Skills/Qualifications:

Strategic Planning, Managing Processes, Financial Planning and Strategy, Coordination, Customer Service, Management Proficiency, Coaching, Developing Standards, Building Relationships, Process Improvement, Tech Support Experience, Motivation for Sales, Selling to Customer Needs