Director, Customer Service-BloomNet
1-800-flowers.com - Carle Place, NY

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include interviewing, hiring, and training employees; planning, assigning and directing work; appraising quarterly performance; rewarding and developing team

Job Responsibilities
  • Determines inbound / outbound call center operations strategies, production, quality and customer service standards
  • Sets Customer Service Center priorities and leads the achievement of specific objectives and goals
  • Evaluates procedures, policies, strategies and systems with the goals of improving ease of use and maximizing customer satisfaction
  • Prepares call center performance reports monthly, quarterly and annually by collecting, analyzing and summarizing data and trends
  • Lead Holiday Planning and cross divisional monthly team meetings to review performance and develop strategies for ongoing improvements
  • Administers / communicates job expectations, plans, monitors, appraises and recognizes job contributions, plans and reviews compensation actions, and adherence to schedules, policies and procedures.
  • Leverage CRM to help track and monitor customer issues, identifies patterns/root causes and recommends solutions.
  • Maintains and improves call center operations by monitoring CSR and system performance, identifying and resolving problems and implementing system and process improvements to fill performance gaps.
  • Maintains professional and technical knowledge be tracking emerging trends in call center operations management, attends educational workshops, reviews professional industry publications.
  • Oversees two team leads

Education/Experience
  • 4 year college or equivalent combination of education and or work experience
  • 5+ years of managerial experience in call center management
  • Comprehensive planning and resource management skills
  • Excellent verbal and written communication / Strong interpersonal skills
  • Excellent organizational and time management skills and superior attention to detail
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Effective in evaluation of staff performance and providing appropriate guidance and corrective actions
  • Highly Proficient in Excel
  • Ideal candidate will have demonstrated ability to foster an environment of team work, customer satisfaction, communication, approachability and empowerment that strengthens employee morale, motivation and loyalty.

To Apply: Send your Cover Letter and Resume, including salary history, to:
Human Resources at
One Old Country Road
Suite 500
Carle Place , NY 11514

E-Mail: careers@1800Flowers.com

Only Qualified Applicants Will Be Contacted.

1-800-flowers.com - 13 months ago - save job - block