This posting is for a: Director of Customer Service Call Center Operations
The right candidate will lead the execution of strategic and operational plans.
Candidate will include driving improvement in customer satisfaction, CSR development and retention and productivity for call center and company needs.
Candidate will ensure that customer service goals are consistently met in an inbound and outbound call center. Set the tone for culture and performance.
Interact with leadership to establish best operational practices.
This position will immediately handle inbound email and phone support then quickly evolve to supervise a team of customer support representatives. Must be able to handle escalated-level customer service needs.
This position requires a thorough understanding of phone systems, web navigation, contact/call center terms, inside sales and customer retention.
Provided training will include our proprietary CRM systems.
Requires a thorough understanding of interviewing, hiring, CSR assessment, coaching and counseling, conducting performance reviews, and performance improvement plans.
Bachelor's degree in business management, operations management, sales and marketing or related field of study preferred, but not required.
Three years or more experience in contact/call center management, preferably for online sales.
A proven track record of successfully leading teams to achieve performance, with references available.
Inside sales/service experience preferred.
Equivalent combination of experience and education. Education and/or experiences may run concurrent.
Knowledge and Skills:
Knowledge of contact/call center operations
Ability to assess individual and team development needs.
Must possess strong problem solving and communication skills and have good judgment.
Excellent leadership, verbal and written communication skills
Must possess a strong professional image
Ability to defuse escalated situations while remaining poised under pressure
Must be able to multi-task well and work independently with minimal supervision
Must have strong PC skills with a working knowledge of Microsoft Office, including Outlook, Word, and Excel.
Results and execution oriented; self-motivator; innovator
Ok, the above is your basic "resume" style posting...
Ideally the person is ALL of the above... and charismatic, easy to work with, a team player... someone who has a good understanding of technology, will be on Skype most of the day to communicate with the team...
Looking forward to hearing from you if you think that's you!
Skills: csr, leadership, training, coaching, counseling, management, marketing