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Director
Experian
Van Buren, AR, United States
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Description
We are looking to hire a Director of Contact Center Operations for our Van Buren office. The Director of Contact Center Operations will be responsible for, but not limited to, the following:
• Staffing, managing customer service and restoration teams/employees
• Lead and manage the Customer Service Department and develop a strong, knowledgeable, pro-active team environment
• Manage, coach and provide leadership to internal managers, supervisors and staff to achieve goals with an emphasis on continual learning and professional development
• Provide input and feedback on metrics to Executive Team on customer support activities including hold time, time per call, outcomes and service levels
• Partnering with IT Operations, Client Services and other groups to continuously evaluate our platform and current marketplace best practices to ensure we provide the most satisfying experience to our customers
• Work with technical support to maintain and continuously improve the CRM platforms we employ and seek out the most current and effective CRM solutions in the marketplace
• Partner with cross-functional leaders to understand company initiatives and products and reflect those outcomes in scheduling and training
• Establishes customer service goals and supports results through best practice leadership and management principles by identifying and supporting the service drivers that provide an outstanding member experience
• Develop and propose new ideas to continually improve customer service levels to ensure that company programs are highly differentiated and 'best in class'
• Lead eNPS initiatives focused on Contact Center continuous improvement of the workplace and contributing to being recognized as Employer of Choice
Qualified candidates for the Director of Contact Center Operations position will meet the minimum requirements listed below:
• Over 10 years of experience in a variety of customer service environments with at least 5 years in a leadership level at Director or above
• BA degree required (Advanced degree preferred)
• Ability to prepare budgets, reports and data analyses
• Strong operational experience in problem solving with demonstrated ability to innovate and achieve goals
• Possess excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environment
• Ability to inspire, implement and execute new process and procedures effectively
• Strong interpersonal, organizational and follow-through skills
• Highly flexible with a strong commitment to a deadline-oriented environment
• Strong technical background to understand optimize workflow and making sure technology systems meet business requirements, including CRM and telephony systems