Director, International Customer Care InComm Holdings
THIS JOB HAS EXPIRED Overview:
InComm is a leading provider of cutting-edge prepaid products, services and transaction technologies to retailers, brands and consumers. InComm supports more than 400,000 points of distribution and helps retailers build prepaid card destinations, connects brands with new markets and gives consumers a simple, secure shopping experience. InComm stays ahead of emerging trends by analyzing market needs and leveraging its global, innovative commerce platform, go-to-market expertise and extensive partner relationships. With 123 global patents, InComm is headquartered in Atlanta and has offices in North and South America, Europe and the Asia-Pacific region. For more information, visit www.incomm.com or follow us on Twitter at www.twitter.com/incomm.
Provide strategic direction and overall management of International Customer Service.
Manage relationships and service objectives with key senior personnel at new and existing third party CS (Customer Service) service providers.
Manage relationships with key senior personnel at new and existing third party CS service providers
Responsible for CS service vendor selection (whether new or existing) as we enter new markets
Participate in performance review meetings (remotely) as needed with CS service providers
Participate in periodic on site review visits/meetings with CS service providers
Review and comment on new and existing contracts for CS service providers
Ensure all contractual requirements are being met by CS service providers
Institute comparative analysis of multiple vendors to ensure competitive pricing and performance of CS service providers
Specify reporting/performance metrics for CS service providers
Define and ensure SLAs are met with CS service providers
Analyse monthly reporting statistics and make recommendations to CS service providers
Develop CS business rules/expectations, and modify as needed to obtain business objectives
Help design and implement processes for escalations or communicating common service failures (as reported from consumers, CS service providers, and associated vendors
Assist with design, review, updates and changes of IVRs associated with international call centers
Work directly with the Vice President of Customer Operations and maintain current status on all product and system enhancements and rollouts.
Represent Customer Operations on product and development initiatives and ensure Care Center requirements are captured, tested and deployed properly.
Participate in BRD and RFP requirements gathering.
Participate in holiday seasonal forecasting, preparedness and implementation.
Set up and implement programs to monitor and manage CS service providers to ensure superior levels of Customer Care are established and maintained.
Responsible for personnel management of any direct reports, including; but not limited to, recruitment, training, performance management/appraisals, salary administration, terminations and a commitment to diversity.
Manage objectives, set priorities, meet deadlines, and organize projects.
Develop and manage operation with budget guidelines
Successfully handle escalated customer care calls, which may include customer complaints, and other circumstances that can not be handled in the call center.
Other Tasks and Responsibilities as assigned by upper management or Vice President of Customer Operations
Work closely with International teams to help define objectives, growth plans, product support and end-to-end customer support models.
Drive appropriate departments to ensure networks and infrastructure are defined and built to meet call center requirements.
Provide input and guidance toward developing new and inventive care solutions to ensure InComm products remain best-in-class.
Must have a proven record, with references, of successfully managing call centers for a minimum of 5 years
Must have a solid grasp of call center metrics, reporting, and support tools
Must be able to maintain a schedule that requires traveling up to 70% of the time
Must be able to travel to international locations, including but not limited to UK, Europe, Asia, Russia, South Korea, Australia, South America, Mexico, Japan, and Canada.
Must be able to work independently, without direct supervision, and be able to direct and manage the work of others.
Background in managing outsourced call centers is a plus.
Knowledge of Prepaid Financial Services products is a plus.
Communication skills are critical. Candidates must be able to effectively and appropriately read, write, and speak English.
Multi-lingual (English primary) candidates are preferred; Secondary languages - French, Japanese, Spanish, languages preferred.
Computer fluency is required, including knowledge of call center software, MS Office and the Internet.
Call scripting and work force management experience strongly preferred.
Must have the ability to multi-task and thrive within a fast-paced, deadline-oriented environment.
Should possess a wide degree of creativity, flexibility, and latitude.
Must be detail oriented and highly organized with a documented track record of timely project completion.
Demonstrated ability to effectively interface with multi-functional groups/personnel within an organization.
Must possess a strong desire to provide superior customer care.
Able to make decisions with high level of confidence.
Bachelor?s Degree preferred.
Internal candidates must be in good stating with attendance and performance. Candidates on a written warning are not eligible to apply.
Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
The information contained in this job description is an overview and it not all inclusive.
||Norcross, GA |
THIS JOB HAS EXPIRED