DIR. CUSTOMER SERVICE CONTACT CENTER OPERATIONS New Breed Logistics
Salary Class: Salaried
Pay Rate: DOE
Summary of Functions:
Due to continued growth we are seeking an experienced, energetic, and highly motivated Director of Customer Service Contact Center Operations at our Corporate Headquarters in High Point, NC. This position will oversee both inbound and outbound end user customer solutions for call center functions.
The ideal candidate will have a passion for coaching and mentoring customer solutions and call center personnel and building telemarketing programs that capitalize on business opportunities and delivering value to our customers. Applicants should have a proven track record of quantifiable success. The chosen candidate will be responsible for the successful operation of a customer contact management site - including outbound calls, website chat, email marketing and delivery. He/she will manage human, material, and customer analytics resources and support New Breed?s clients in achieving service, quality, and contribution goals. The candidate will have experience in building a team and developing solutions for our clients to maximize their customer satisfaction.
Drive strategic planning and execution to enhance profitability, productivity and efficiency.
Managing call center human resource objectives by recruiting, training, coaching, and counseling employees; administering scheduling; communicating job expectations, monitoring and reviewing job contributions; enforcing policies and procedures.
Drive improvements in overall service levels, transactional efficiencies and cost management.
Drive measurement and improvements in customer satisfaction metrics.
Responsible for overseeing the integration of people, process and technology disciplines to ensure the delivery of excellent customer service.
Responsible for daily performance monitoring against established metrics, addressing issues and implementing initiatives to improve Call Center Operations.
Oversee all call center operations, including but not limited to: staffing, program launch and maintenance, skill development, processes and procedures, logistics, and facility maintenance.
Develop, direct and lead call center managers to achieve call center targets and goals, to maintain a high level of morale and develop talent among the employee population. Areas of development include but are not limited to agent coaching & counseling, motivation, reward systems, and corrective action.
Timely and effectively resolve service problems to ensure complete customer satisfaction
7+ years in call center leadership position.
Demonstrate ability to lead, coach, and develop effective teams.
Strong verbal and written communication and presentation skills.
Strong analytical and problem solving skills.
Thorough knowledge of call center operations.
Strong fiscal management skills in a P&L environment
Strong project management and planning skills in order to successfully manage multiple simultaneous projects
Excellent computer skills including the MS Office suite
Bachelor?s degree required, Masters degree preferred
||High Point, NC |