Director, Technical Support & Care Operations GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets services and applications that help people using mobile devices to stay connected, safe and healthy. We work with partners to create solutions that fulfill these needs, and ensure our products are easy-to-use and backed by high quality customer service. We take these services to market to through a variety of channels. These channels include traditional channels in our core ?connectivity? business, with its flagship product, the Jitterbug cell phone, as well as new channels on non-GreatCall handsets through partnerships with carriers, apps stores, and healthcare companies.
About the Team
We are dedicated to delivering a superior service experience to each of our customers, whether external or internal. The team offers 24/7 service support on a wide range of issues from technical support and general billing to financial services. In alignment with our company?s core values, we strive to achieve this while always keeping quality, controlled growth, and cost saving measures in mind.
About the Job
The Director of Technical Support and Care Operations will be responsible for overseeing the Technical Support, Care Audit and Care Support teams. The primary responsibilities are to develop, evaluate and manage workflows based on program/department needs while ensuring that all relevant KPI?s (Key Performance Indicators) are met. This position will assist in managing handset technology, team capacity planning, call center reporting and report analysis. The successful candidate will assist in the development and implementation of policies and procedures. The ability to build and foster relationships will be the key to the success of the candidate. The Director of Technical Support and Care Operations must work closely with the call center and training management teams to streamline and improve performance.
Develop and maintain processes and standards to support Technical Support and Care Operations in a high volume call center
Create and maintain internal procedures, processes, deployment methodologies, and objectives across technical support and care operations teams to increase productivity and operational efficiencies
Provide department with clearly defined expectations, assigning work/tasks appropriately while ensuring progress toward goals/objectives.
Directs the hiring, staffing and maintenance of department workforce.
Lead a technical support team to deliver world-class support in a multifaceted communications center by fostering a strong, motivated team of service professionals. This includes building the necessary knowledge, skills and capabilities to execute business strategies while maintaining the highest level of customer satisfaction.
Develop and execute support strategies for new products and services.
Share knowledge; mentor; and educate the organization's management, staff, partners, and customers.
Collaborate with the Training, Quality Assurance and Customer Support teams to deliver feedback and critical subject material.
Reports regularly/as needed to Vice President of Customer Service regarding trends/changes to the tactical plan to ensure the highest degree of performance.
Act as liaison between Operations teams for purpose of communicating requirements to discuss and review solutions.
Analyze agent and departmental KPI?s (identify) to identify trends and make tactical recommendations for performance improvement.
Provide short and long term strategic planning geared toward continuous improvements to operational efficiencies and call center growth.
Develop business requirements for new technical support and customer operations initiatives.
Performs additional tasks and related work as required.
Other duties as assigned
Education: Bachelor?s Degree in Business or related field. 5+ years program/vendor management experience considered in lieu of degree.
Minimum o 5 years of Call Center management experience.
Minimum of 5 years of experience managing multiple projects and/or programs.
Minimum of 5 years of experience developing project, procedure, and/or technical documentation.
Intermediate skills in Microsoft Office
Ability to travel up to 25%
Ability to work various shifts including evenings, holidays, and weekends.
Education: Bachelor?s Degree in Business or related field.
Customer relationship management
Advanced skills in Microsoft Office
Excellent verbal and written communication and planning skills.
Action oriented and strategic.
Excellent process management and problem solving skills.
Able to set priorities and meet goals.
Prior Wireless or Telecommunications experience.
Excellent planning, organizational and time management skills required, as well as, oral and written communication skills.
Strong attention to detail.
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com.
||Carlsbad, CA |
THIS JOB HAS EXPIRED