The Chief Customer Officer - Call Center Operations is responsible for setting and driving the Client Services' organizational vision, operational strategy, and hiring needs, as well as overseeing operations and employee productivity, building a highly inclusive culture ensuring team members thrive and organizational outcomes are met while.
Essential Tasks:
- Lead operations in a call center environment
- Collaborate with the CEO in order to translate strategy into actionable goals for performance and growth helping to implement organization-wide goal setting, performance management, and annual operating planning
- Analyze internal operations and identify areas of process enhancement
- Develop actionable business strategies and plans that ensure alignment with short-term and long-term company objectives
- Monitor performance with tracking and establish corrective measures as needed, and prepare detailed reports, both current and forecasting
- Maintain and build trusted relationships with key clients, partners, and team members
- Responsible for the timely resolution of day-to-day issues.
- Assist and support Training and Development in creating and implementing new policies and procedures to help meet company goals as necessary.
- Acts as a dedicated liaison between the company and clients, as needed, to improve customer satisfaction and to meet service level agreements.
- Utilize data and reporting to drive improvements, internal and external changes and shifting priorities as needed.
- Assess potential business development opportunities for existing clients and collaborate with the team toward realizing such potential areas for account growth.
- Collaborate with the following teams to develop and implement an effective account management strategy: Marketing, Market Research, Sales and Information Technology.
- Must have a high-level understanding of the company's service offerings and products and be able to leverage resources to expedite resolutions.
- Provide coaching and development tools for teams.
- Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback.
- Manage all message, phone, update and pipeline queues and reporting. If issues or concerns arise, take action immediately and ensure internal communication and follow through occurs.
- Model and demonstrate positive cultural behaviors for all team members in the organization. Propose any cultural initiatives as needed.
- Consistently challenge the performance of the team and department. Formulate and propose strategy initiatives with internal partners to ensure optimal utilization, accountability and performance are a top priority.
Qualifications:
- Ability to identify needs that the client may not recognize and ensure that approaches and solutions are linked to objectives and future needs
- Minimum of 5 years of demonstrated experience in call center management
- Experience with overall account management, account growth, and leadership of cross-functional teams to develop approaches and targets that meet the business goals of our clients
- Ability to develop overall engagement strategy and work with teams to execute plans
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- Monday to Friday
Supplemental Pay:
- Bonus pay
Work Location: Remote
Company:CONFIDENTIALLocation:- - USJob Types:Full TimePost Date:January 11, 2022Valid Through:February 11, 2022Est. Salary:USD 110,000 - 140,000 / YEAR