This job has expired, please see additional jobs below
Director, Contact Center
Lumber Liquidators
Toano, VA, United States
Job Details - this job has expired, please see similar jobs below
Job Summary:The Director, Contact Center is responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. This includes customer interactions with the corporate office via phone calls, chats and emails. This position has the responsibility of ensuring excellent customer service and resolving customer issues satisfactorily and in a timely and cost effective manner. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance.
Job Title:
Director, Contact Center
Department:Customer Care
Reports To:SVP, Strategy & Business Development
Job Status:Exempt
Number of People Supervised:50+
Primary Functions:
• Manage the day-to-day performance of the Contact Center to deliver a best in class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the Contact Center, staying abreast of new practices and technologies, and maintain recognition for the quality of customer service.
• Responsible for the customer contact processes and their associated customer experience, supporting cross-functional initiatives to drive improvements, improve efficiency and reduce complaints.
• Apply best practice, develop continuous improvement plans and make recommendations based upon associate, customer and market insights.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies to create a cost effective operation consistently achieving goals and expectations.
• Responsible for administration of annual department budget to attain goals with operational stability.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
• Manage business metrics, ensure customer satisfaction, drive operational efficiencies and develop reports identifying statistical performance levels related to the Contact Center.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, cost control and supervision.
• Coordinate analytic, strategic and technical resources to meet customer expectations and insure satisfaction.
• Create, document and maintain Contact Center metrics on a daily, weekly, monthly, quarterly, and annual basis.
• Plan, develop and maintain a training program for Contact Center Representatives.
• Manage the closure of open issues to ensure customer issues are properly resolved in a timely manner and within the appropriate financial interests of the Company.
• Handle escalated cases; identify risks and forward potential legal matters to the appropriate party.
• Prioritize types of customer contacts, address, and resolve accordingly.
• Supervise the processing of check refund requests within appropriate limits.
• Manage information regarding defective product issues and provide regular feedback to Quality Assurance for resolution.
Knowledge, Skills & Abilities
• 8 to 10 years of experience in a Contact Center environment/industry; minimum of 5 years management (of staff) experience; or equivalent combination of education and experience.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals using a calculator; ability to compute rate, ratio and percent.
• Intermediate level experience with Microsoft Office (Word, Excel, PowerPoint)
• Familiarity with Contact Center and retail systems
• Database management experience
Education & Experience
• Bachelor’s degree required
Work Environment:Individuals in this position generally work in an office/ call center environment that involves the use of office equipment, such as computers, copiers, telephones, and other office machinery/equipment.