Director, Customer Service MegaPath Networks
THIS JOB HAS EXPIRED Company Description
MegaPath is the largest privately held, facilities-based Managed Services LEC in the US. We provide next-generation Hosted Voice, Cloud, Private Networking and Managed Security Service solutions to businesses nationwide. With growth in mind, we are hiring exceptional people.
In this position the candidate will manage the Customer Service Operations for the Small to Medium Business (SMB) customers. The role will be directly responsible for internal and outsourced teams supporting the contact management for provisioning and repair operational strategies. The operations team that the candidate will lead is responsible for the management of customer expectations and overall satisfactions for MegaPath?s commercial SMB customers. The candidate will be able to effectively work with resources in diverse geographies and manage multiple vendors to deliver a high quality customer experience.
ESSENTIAL DUTIES / RESPONSIBILITIES:
Direct responsibility for leading the Customer Service initiatives to drive increasing customer satisfaction
Development of an evolving support strategy for the direct and indirect business to business relationships
Management of overall inbound and outbound contact performance typical to a technical call center customer care environment
Direction contact volume forecasting and overall workforce management to achieve support goals
Management of provisioning and trouble ticket performance typical in a fast paced telecommunications environment
Creation of and reporting on Key Performance Indicators for operations to senior leadership
Develop and refine infrastructure to ensure quick reaction to and report on operations effectiveness in the areas of troubleshooting and service restoration of network outages
Coordination of strong customer advocacy for any service-related issues to include effective escalation management
EDUCATION AND EXPERIENCE:
BA Degree or equivalent, relevant industry experience with minimum of 5 years running large customer care and operations organizations
Solid track record in managing tiered customer services organizations, both on and offshore
Substantial operational expertise in telecommunications and managed services product sets
Direct financial experience building, managing and responding to performing to budget
KNOWLEDGE, SKILLS, AND ABILITIES:
Strong knowledge in call center KPI management including quality and workforce management applications
Technical knowledge in networking and telecommunication
Ability to multi-task, managing multiple projects at one time with consistent attention to detail
Creative mindset with a passion for high quality and problem solving in a time sensitive environment
Strong Troubleshooting Skills
Strong written and verbal communication skills
Experience utilizing and maintaining a centralized management system, OSS, trouble ticketing systems, workflow engines, etc.
MegaPath offers a full suite of benefits, including full medical, dental, and vision coverage; a 401(K) plan with a company matching contribution; a transportation benefit; and many other excellent perks. We're looking for talented and highly skilled individuals to join our dynamic and fast-paced culture and contribute to MegaPath?s continued success.
If you want to make a difference with your performance and seek a new challenge, we encourage you to apply with MegaPath.
||Austin, TX |
THIS JOB HAS EXPIRED