VP Customer Care Support Services

Vice President of Customer Care Support Services


 


We are currently seeking a dynamic and motivated leader to manage the Support Services functions of our clients Corporate Customer Care department. This person will lead our client’s workforce management, capacity planning, and contact center technology functions. These critical responsibilities are central to the success of our client’s national virtual contact management strategy. Our client offers a very strong compensation and benefit package and a dynamic and exciting work environment. This position will be located in the St. Louis, Missouri.


 


The Vice President of Customer Care Support Services will direct the operation and performance of the centralized workforce management team by ensuring that the infrastructure, policies, procedures, tools, resources and teams are in place to drive operational efficiency and enhance the customer’s experience across a virtualized network. This position will also have responsibility over the capacity planning and capital spending plan. In addition to Workforce Management oversight this individual will oversee the Customer Care technology strategy and its subsequent execution. Lastly, this position will have oversight responsibility of the analysis of monthly and annual P&L performance. This would include managing the organization and team that owns operational reporting, analytics, and performance assessment functions across the organization.


 


Additional Responsibilities to Include:


 


Creation of Workforce Management strategy and execution

Ensure that personnel/infrastructure requirements are consistently aligned with available resources, minimizing idle or under utilized capacity situations

Ensure that baseline reporting requirements are met for operations, while driving value-add analysis

Create Customer Care Technology strategy and work with support organizations to execute strategy


 


Qualifications:


Bachelors degree and preferably a Masters degree

10 years of Workforce Management and Operations Management experience, including P&L and Capital spend experience.

Strong analytical, organizational and leadership skills

Good problem solving and partnership skills are a must.

Ability to work with limited direction and to positively influence others.

Familiarity with one or more continuous process improvement methodologies.


 


Please respond by sending your resume to Scott Weismiller, an industry-leading executive recruiter at The Belvedere Group, at his email address