The Customer Care Program Director manages and directs an Inbound Contact Center in accordance with the organizations strategic mandates of Growth, Profitability, Leadership Development, and Global Solutions. These activities are carried out in accordance with Six Sigma philosophies to obtain optimum results, ensure efficiency and economy of operations, and maximize established program objectives of the organization and our client.
This position manages financials to include, but are not limited to, P & L, budget, and expense reduction. The Director will create an environment that promotes employee growth and retention. The individual directs and oversees all aspects of the client's customer service policies, objectives, and initiatives while striving to meet and exceed Alta and client metrics. The position develops and establishes procedures and policies governing customer correspondence and the handling of customer complaints.
The Director will position the capabilities of Alta Resources to solve business issues on behalf of the client. They will work with other Customer Care teams to understand customer business problems and develop best practice solutions to the business issues. They will work with the various client teams to identify trends in business problems and successes to design and present value-add solutions to our customers and work with internal resources and implementation teams to ensure customer expectations are communicated and exceeded.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Creates and maintains a strong partnership with the client
Directs and coordinates promotion of products manufactured or services performed to develop new markets, increase share of market, and obtain competitive position in industry
Consults with administrative personnel and reviews activity, operating, and sales reports to determine changes in programs or operations required
Manages financials to include, but are not limited to P & L, budget, and expense reduction
Instills a strong sense of customer focus, professionalism and client branding throughout the team
Incorporates Six Sigma practices and philosophies into daily management to achieve client and Alta goals and to develop corporate best practices and efficiencies
Prepares monthly reports to show how Client and company goals and metrics are being met and exceeded and to identify issues that need to be resolved in meeting program objectives
Determines work procedures, forecasts call volume, projects staffing levels, and expedites workflow
Provide customer service including ad claims, damages, order entry, order tracking, sales materials (P.O.S., Deal Sheets, Surveys, Samples, Planograms), deductions and credit problems
Directs research activities concerned with gathering information or with compilation of statistics pertinent to planning and execution of Client objectives
Promotes organization in industry, manufacturing or trade associations
Maintains a high level of team morale and motivation to create and environment that promotes employee growth and retention
Travel as required; in order to meet the travel requirements, must have a personal credit card and an available credit limit for expenses which are reimbursed
Supervises and carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, retaining, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing and resolving issues. The position also requires active leadership in the way of supporting strategic initiatives as well as personal development and application of Six Sigma methodologies. All leadership positions are expected to attain Six Sigma Green Belt certification.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must have the ability to travel as necessary and a personal credit card with an available credit limit for expenses which are reimbursed
EDUCATION and/or EXPERIENCE
Bachelor's degree from four-year College or university is preferred; or significant related experience and/or training; or equivalent combination of education and experience. Requires five or more years management experience (call center management preferred); two years of experience in a leadership role with financial accountabilities including profit and loss.
TECHNOLOGY SKILL BASE
This position requires a working knowledge of computer technology that includes: Windows, PowerPoint, Advanced Word and Excel, along with Client designated software. Individuals must possess the ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources.
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.
While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area. Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.
About Alta Resources
In 1982, CEO Jim Beré started the first teleservices company for consumer-packaged goods. Just five years later, his...