Director of Customer Care

Director of Customer Care

Reports to: CEO

 

 

Summary

 

This position is responsible for assessing, planning, organizing, and implementing the overall Customer Care strategy and philosophy necessary to consistently provide and maintain exemplary service to the customers.  The Director will provide leadership, mentoring and motivation that will engage employees in accomplishing business initiatives and objectives.  These initiatives will maintain high service level standards while achieving efficiency and high productivity in the Call Center. 

 

  Qualifications

 

-Requires a Bachelor Degree with at least 10 years of experience in the field.  Leadership experience, ACD call center environment with daily volumes of 2,000 calls or higher.

-Proven ability to manage in a high growth environment and achieve service and quality goals.

-Strong leadership and communication skills ? the ability to motivate and generate enthusiasm in employees, and attain results through others.

-Prior experience managing processing workflows, which would include creating and establishing new process workflows and developing control measures.

-A clear understanding of performance metrics by which to evaluate the Customer Care operations, and the ability to educate the management team regarding the development, use, and importance of these metrics.

-Knowledge of total quality tools and ability to implement and train others to problem solve using them.

-Strong PC skills; ability to develop staffing models and create internal reporting and tracking tools.

-Prior experience leading project teams preferred.

-Familiar with cost-benefit analysis.

-Prior experience in developing departmental forecasts and budgets.

-Excellent problem solving and analytical skills.

-Strong time management skills, including the ability to organize and manage multiple priorities.

-Proven ability to reduce expenses through productivity improvements while maintaining service and quality objectives.

-Effective working with all levels of the organization.

-A strong commitment to company values.

  -Adaptable to a changing environment.


 

 Duties and Responsibilities

 

-Partner with the Regional and Corporate Leadership teams to develop Call Center goals and initiatives that are in line with the company?s objectives.

-Identify, establish, and communicate Call Center key performance metrics.

-Analyze, measure and react to business trends; develop and implement plans to maximize sales and service.

-Oversee call volume forecasting and scheduling to balance efficient human resource use and optimal customer response time.

-Build and maintain a collaborative working environment characterized by energized employees, a sense of excitement and job satisfaction.

-Work in collaboration with Human Resources to establish a strong workforce through effective recruitment processes, consistent coaching, education, and professional development activities.

-Develop managers and supervisors to be effective leaders.

-Manage and evaluate the performance of direct reports, including establishing action plans and taking disciplinary action as necessary when performance does not meet expectations.

-Champion new technology to meet business objectives.

-Work with the Regional and Corporate leadership teams in setting and carrying out tactical plans for the company.

-Provide feedback to the Regional and Corporate Leadership teams regarding service failures or customer concerns.

 

 

  EEO

 

Please provide availability and compensation