Director of Customer Service Operations

Director of Customer Service Operations

TeleNet Marketing Solutions

The Director of Customer Service Operations is primarily responsible for ensuring all SLA’s are met as well as ensuring that all shifts are adequately staffed.

Responsibilities:

  • Monitor call and email quality
  • Manage day-to-day customer service operations
  • Provide feedback to Supervisors about CSS’ work
  • Manage the delivery of training
  • Manage attempts per day on each record
  • Manage daily communications to the client
  • Recognize and encourage great performance
  • Comfortable with assessing problems, troubleshooting and putting a plan in place for resolution.
  • Results oriented team player with the ability to multi-task & prioritize with a sense of urgency.
  • Strong organizational skills, motivated & comfortable working in a fast pace environment.
  • Previous management skills required (telemarketing, customer & sales experience preferred)
  • Identify areas of underachievement, coach & mentor.
  • Motivate & Encourage agent & supervisory teams.
  • Run effective & proactive weekly/monthly meetings.
  • Adaptable to change
  • Available to work weekends
  • Report regularly to Vice President of Operations
  • Ability to resolve and handle customer service issues that may arise.
  • Responsible for accurately staffing and assigning agents to calling campaigns.

Skills:

  • Proficiency on Microsoft Word, Excel, Power Point, Access and Outlook, as well as experience with Call Center Tools.
  • Experience managing Service Level Agreements on both quantity and quality
  • Strong communication skills and experience working in a client services role
  • Ability to collaborate and troubleshoot with peers
  • Ability to drive production/results with a high level of energy/motivation
  • 5+ years of call center experience in a productivity driven environment
  • Experience in telemarketing, customer service, call center management

Reports to:                               Vice President of Operations

Supervises:                              Agents and Supervisors

Classification:                          Salary

Schedule:

  • Must be willing to work a flexible schedule
  • Primary work schedule will be Monday thru Friday
  • Daily hours will fluctuate between 8:00 am and 8:00 pm
  • Required to work Saturday/Sunday once monthly

Education:

  • Bachelor’s degree

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Vision insurance
  • Life insurance
  • Paid time off

Benefit Conditions:

  • Waiting period may apply
  • Only full-time employees eligible
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