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Director of Contact Center Operations
Consumer Products Industry Company
San Ramon, CA, United States
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Description
Director of Contact Center Operations
The Company
Looking for a job? Dream big. We did. What if you could work for a revolutionary skincare company—one that gives people the best looking skin of their lives? Rodan + Fields® provides dermatologist-inspired, clinically tested products that work and makes them available to those who can’t get to a dermatologist. We’re all about offering life-changing skincare. And life-changing opportunities.
We’re all about offering life-changing skincare. And life-changing opportunities.
Results Matter. Founded by Dr. Katie Rodan and Dr. Kathy Fields, world-renowned Stanford-trained dermatologists who invented Proactiv®, the clinical results our customers have from using our Multi-Med® Therapy Regimens and products has made Rodan + Fields the #1 premium anti-aging brand in the U.S. Rodan + Fields is the #1 premium acne brand in the US. Rodan + Fields is the #1 fastest growing skincare brand in the United States over the past 5 years. Rodan + Fields is the #2 premium skincare company in the U.S. in 2015 and we aspire to be the #1 premium skincare brand in every geographic market we serve. It’s clear—we deliver and we delight.
Be Revolutionary. Rodan + Fields is redefining an entrepreneurial sales model in the direct selling channel which allows Independent Consultants to establish their own businesses with products they use and love and be rewarded for their volume of Customer sales. The goal of every corporate employee is to use their power to empower our Independent Consultants and support their Customers. We make it happen and that’s no small feat. It takes a community of smart, passionate, forward-thinking, creative employees from a multitude of discipline, who are better together to drive record growth this fast.
Do Good. We do more than create life-changing jobs. We show gratitude through contributions from our non-profit entity, Prescription for Change®, the heart of Rodan + Fields. We help thousands of underserved high school kids have the opportunity to use their power to help others and in doing so, make life-changing differences in their own lives—and around the world.
Celebrate Your Greatness. Make an impact. If you work at Rodan + Fields, you have the chance to innovate. In fact, we expect it. You’ll become part of a positive, passionate movement that celebrates greatness and encourages employees to be catalysts for change, play as a team and say no to the status quo. So what if you made a life-changing decision for your career? Why not?
See you at the top.
Responsibilities:
Leadership - Setting short and long-term goals for the department, developing organizational capability, and modeling how we work together:
• Identifies and communicates key responsibilities and practices to ensure the immediate and broader team of managers/supervisors promote a positive work environment, confidence in leadership and teamwork to achieve business results.
• Drives the implementation of Company programs, procedures, methods and practices to promote Rodan + Fields key messages.
Planning and Execution - Developing strategic and operational plans for the department, managing execution, and measuring results:
• Creates strategic plan and annual goals for the department in order to achieve customer service requirements and other goals of the business.
• Develops and manages annual operating plan and budget.
• Plans and manages business unit and department processes and practices to ensure that programs are aligned with company business goals and objectives.
• Prepares, communicates and educates team on changes in policies and practices within the organization.
Business Requirements - Providing functional expertise and executing functional responsibilities:
• Directs the operation of a multidisciplinary customer contact center to ensure the optimal use of financial, human, technical and other resources necessary to deliver stated business objectives.
• Ensures superior customer service is provided to Rodan + Fields Consultants and their customers.
• Establishes service levels, reporting standards, and quality assurance reviews for customer contact centers.
• Proactively identifies opportunities to enhance operational efficiency and maintain industry-best service levels through the use of improved technologies and tools. Collaborates with Digital Product Team to select, define, source, prioritize, fund, and implement relevant technologies.
Talent Development & Team Building - Providing direct reports with coaching, feedback, and developmental opportunities and building effective teams:
• Challenges and inspires direct reports to achieve business results.
• Conducts and ensures the completion of ongoing performance feedback and reviews.
• Oversees training and development of team members directly and indirectly managed and makes effective staffing decisions.
• Provides coaching, direction and leadership support to team members in order to achieve business and customer results.
General Competencies:
• Analytical Thinking—Analyzing and interpreting statistical data, focusing on details, relating various pieces of information together, identifying trends, and understanding the root cause of problems as well as successes.
• Problem Solving—Generating effective solutions to problems, considering unique aspects of situations, negotiating compromises, suggesting alternative solutions, and balancing business needs with individual needs (e.g., team member needs, customer needs).
• Communication—Conveying written and verbal information clearly and effectively through both formal and informal means and clearly in such a way that the recipient(s) comprehend(s) the message.
Requirements:
• BA/BS degree in Business, Communications or related field or equivalent experience.
• Minimum of ten years’ experience in a fast-paced, dynamic and high performance environment required.
• A visionary with experience developing and implementing a business plan across an organization.
• Experience with inContact telecom and Salesforce CRM
• Senior management leadership of customer service and consumer sales call centers (7 years).
• Experience establishing effective training and development plans.
• Manage budgets.
• Strong knowledge of current technology and industry concepts, trends and directions.
• Strong ability to communicate clearly, concisely both verbally and in writing.
• Progressive experience leading change management plans and directing a large organization through business-driven changes.
• Ability to provide insights and business-critical information to senior leadership.
• Ability to apply sound business principles and practices to project management and change management processes.
• Ability to proactively analyze and diagnose problems to gain buy-in for complex cross-departmental solutions.
• Ability to effectively manage human, financial and system resources.
• Ability to set priorities and meet deadlines in a fast paced and changing environment.
Company, LLC is an equal opportunity employer and is committed to diversity in its workforce.