DIRECTOR OF CUSTOMER SERVICE Job
We are seeking a Director of Customer Service who will ensure the overall direction, coordination and productivity of our Contact Center operations and continue to drive the delivery of legendary customer service.
You have the opportunity to showcase your coaching skills, drive process improvements and motivate others to meet the challenges of an extremely customer focused and metrics driven environment.
Your Responsibilities:
· Provide effective leadership, guidance and motivation to the contact center team to attain and surpass quality and effectiveness goals
· Highlight your strong business acumen by monitoring metrics, trends, statistics, performance levels and user rates of the contact center; prepare reports and action plans that continue to support increased levels of legendary service
· Coach and mentor a team of at least 6 managers/supervisors, and 100 + contact center representatives; drive engagement; design, coordinate and assess rewards, bonus and incentive programs tied to key business metrics.
· Establish a strong relationship with the staff and exemplify desirable habits in the workplace
· Maintain a strong knowledge of our brands, our products and new industry developments
Your attributes:
- Proven leadership skills (five + years) with the ability to develop and motivate employees
- Hands on approach that energizes the workforce and keeps a laser focus on service.
· Solid understanding of the core metrics in operating a contact center that handles at least one million contacts per year (calls and emails).
- Capability to build strong partnerships and to work collaboratively to achieve goals
- A fair leader that promotes a non biased, equitable work environment
- Outstanding verbal and written communication skills that lead to a cohesive, united workforce.
- Solid track record of innovation in the workplace