The Director, Contact Center provides leadership and drives unit performance through development and management of strategies that are tied to outstanding customer service, adherence to quality standards and performance metrics. Provides leadership and direction for the day to day operations within a contact center. This position will create service solutions that support multiple customer bases and call types while ensuring call quality and maximizing efficiencies. The Director, Contact Centers will build processes, systems and talent that are highly integrated and lead to the achievement of goals and objectives. The position is responsible for driving and maintaining performance and profitability goals and delivering tangible results.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
25% Develop and implement long term and short term business plans optimizing internal resources for maximum efficiency, revenue growth and improved customer experience.
20% Analyze current state and implement solutions that empower associates to solve customer issues impacting productivity and first call resolution.
25% Build and lead a large customer centric organization with capable leaders and engaged agents delivering world class customer service. Lead, direct and motivate team to attain performance metrics, develop skills and manage attrition.
10% Communicate broadly across the organization to ensure alignment of goals and awareness of progress against goals and company initiatives. Create and execute plans for new product and process roll-outs.
10% Provide actionable insight to business partners on customer trends and opportunities to drive customer satisfaction through site improvements
10% Maintain and report on service level standards and manage contact center operations within budget
NATURE AND SCOPE
Typically reports to Sr Dir, Online Customer Operations
Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues -- including selection, termination, performance
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area.
Must meet many, simultaneous demands for important decisions/actions and face some confrontations or other difficult situations and demands for results.
Must successfully complete any required training or orientation courses.
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
YEARS OF RELEVANT WORK EXPERIENCE
PHYSICAL JOB REQUIREMENTS
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Previous experience and proven ability building and managing a large team
10 years managing multi-leveled customer support organization
Experience in process management and driving performance against metrics
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES
Ability to influence, lead and manage large department
Strong business acumen in operations and process improvement
Highly skilled communicator and influencer
Results oriented leader who sets aggressive goals, consistently overachieves against plan, and constantly searches for new opportunities to improve performance
Passion for customer service. Demonstrated understanding of integrating customer needs and insights into processes
Track record of success in achieving high-impact business results in a complex and multi-business-line work environment.
Home Depot - 18 months ago
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The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...