Director Customer Relations

The position will develop and implement effective tactics within the areas of people/talent development, process/workflow and systems/technology to deliver on two fronts - increase efficiency/lower costs and improve the customer experience in a way that is consistent with our brand and maximizes retention/lifetime value. The last key function will involve analysis of data collected in the call center via customer contacts.

Requirements:


Must have extensive knowledge of/experience with call center operations
Must have the ability to assess talent, manage people and motivate
Must have strong analytical skills, both in terms of processes and data
Must have strong communications and listening skills, in order to deal effectively with a wide range of constituents (CSRs, senior management, field management, etc.)
Must have a penchant for seeing things from the customers' perspective
Must have technical knowledge of the latest call center IT, telecommunications tools
Bachelor's degree
Must have a sense of urgency, energy and enthusiasm.
A deep understanding of retail and its unique challenges along with results driven orientation