Achieve Customer Service and Operational excellence through a highly collaborative, process driven, team focused approach. Reporting directly to the VP of Operations, the position has full accountability and responsibility for the site in Hazleton, PA. The Director will effectively manage the overall Customer Service business and processes to ensure quality results for clients at all Network Solutions' contact centers, while improving operation efficiency and cross-sell growth.
-Develop operational strategies aligning with the organization's strategic goals. Incorporating the organization's customer focused values and concepts of quality into the determination, communication, review and continuous improvement of the contact center planning process. Define and then improve on relevant key metrics to measure productivity and customer experience.
-Review performance metrics, reports and develop action plans to ensure performance targets are met through the Continuous Improvement Process. Conduct monthly operational reviews on key customer support issues and performance reports. Provide strategic and operational input to Product Management and Engineering, control budgets for responsible areas, and ensure that customer goals are met.
-Lead, motivate and develop staff in assigned operational areas. Build shared commitment to improving business performance, and develop both individual and team capabilities.
-Identify, analyze and resolve a wide range of technical, process and operational issues providing quick and decisive solutions.
-Collaborate with business partners to proactively develop improvement initiatives for call deflection, increased customer experience/ease of use and employee on-the-job experience.
-Review long term staffing plans to drive strategic focus of annual planning, quarterly forecasting, and daily service level goals.
-Key participant in developing consistent processes and standards to globally integrate all Network Solutions contact centers.
-Build and maintain a culture to promote the development and implementation of best practices so that the call center is recognized as a business leader in sales and service.
-Interpret and use customer and competitor information to maximize team upsell, retention, and renewal opportunities.
Minimum of ten years experience in sales or service
Excellent sales, interpersonal, management, motivation and analytical skills
Appreciation for confidentiality, security and safety
Must be able to work with a minimum of supervision, be part of and lead a team, and work unscheduled hours when required
Proven coaching Skills
Bachelor's degree preferred
If you would like to apply for this position please send your resume to firstname.lastname@example.org .