Director of Customer Service and Facility Oversight 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
GreatCall is dedicated to delivering a superior service experience to each of our customers, whether external or internal, who subscribe to and are concerned with their health and wellness or their safety and security. The call center team offers 24/7 service on a variety of support needs ranging from initial sales, to general customer service, 5Star Urgent Response, to customer support for our health and safety 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 Customer Service and Facility Oversight will be responsible for leading and overseeing the day to day operations of a GreatCall inbound call center focused primarily on Customer Service, but also providing support to three additional business units ? Direct Sales , 5Star Urgent Response, and Technical Support. In addition to the operational aspect of daily center management, the Director will build and maintain strong teams and develop relationships with cross-functional departments at headquarters to drive desired GreatCall culture and standardized policies and processes. This position will be responsible for managing the execution of strategic initiatives and will play a critical role in the overall delivery of support to customers as well as continuously providing strong leadership, direction and motivation to the entire call center workforce. Candidates should have demonstrated experience leading call center operations and a solid understanding of high touch customer service, as well as excellent communication and interpersonal abilities. The successful individual in this role has prior experience at growing and effectively managing a fast paced call center environment.
Develop and mentor Customer Service Management staff.
Make recommendations for organizational improvements to better support the customer experience based on call/email volume, data reporting and related customer feedback.
Meet and/or exceed established customer service goals and support results through best practice leadership and management principles; this includes the identification and support of service Key Drivers (behaviors) that provide an outstanding customer experience.
Oversee all day to day call center operations while driving established strategic initiatives and attainment of key performance indicators.
Provide and demonstrate effective leadership and interpersonal skills in managing a dynamic call center operation to ensure desired company-wide culture, consistency of processes across sites and achievement of corporate goals.
Establish an effective communication process to senior leadership to ensure timely understanding of operational needs, challenges, recommendations and successes.
Manage call center hiring and staffing as well as on-going growth and development of call center workforce.
Develop, maintain and leverage strong relationships across the organization to ensure issues impacting customers and the call center are properly addressed.
Communicate and regularly disseminate information to the call center workforce around the company?s strategy, goals, and change initiatives.
Partner with Human Resources to ensure consistency and compliance in all talent management activities.
Own priority escalations as assigned by senior management, especially those requiring coordination of multiple teams and departments.
Provide guidance to staff, particularly frontline management, to foster career development, best practices and optimal morale in the organization.
Understand the causes of inconsistent performance by teams and individuals; address performance concerns quickly and effectively.
Drive service objectives through personal interaction/mentoring with the management team and through impactful recognition programs that reach the agent level.
Understand and react to the competitive landscape regarding all company policies, procedures and systems with a customer impact.
Education: Bachelor Degree in Business or related field, or equivalent experience
Minimum of 8 years experience in a call center leadership position
Ability to positively communicate and demonstrate the company?s Core Values by developing trust and respect
Ability to effectively respond to and interact with all levels of the organizational staff as well as experience communicating virtually on an on-going basis
Successfully has led customer service and/or direct response inbound call center teams
Champions change and effectively manages the implementation of new ideas
Reinforces team approach throughout development efforts
Strong analytical and written communication skills
Solid problem solving and escalation resolution skills
Ability to inspire and facilitate outstanding customer service
Strong interpersonal, organizational and follow-through skills
Manages individual and team performance in an effective, consistent and timely manner
Knowledge and experience with measuring, evaluating and improving customer satisfaction
High level computer expertise, including use of various databases, CRM software, word processing, Excel, and applicant tracking system
Wireless industry experience preferred
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.
||Reno, NV |
THIS JOB HAS EXPIRED