Executive Job Title	Director of Customer Service
Type of Registrant	Recruiter
Industry & Function 1:	Retailing--AllTypes--Incl.ValueAdded-Tech-Distrib. - OPERATIONS-and/or-RelatedQA
Compensation	$100,000 to $200,000
Executive Job Description	DIRECTOR OF CUSTOMER SERVICE Strategically position the contact centers to provide exceptional customer service and drive revenue and retention while managing growth. This position will be responsible for defining and identifying the people, processes and technology required to deploy customer service best practices in the contact centers and accountable for reaching and exceeding defined goals in support of multiple programs. Responsibilities: • Develop organization and build team for optimal service provision. • Develop short- and long-term objectives, goals, and strategies that raise and maintain contact center service factors, customer retention, and contact center revenue. • Lead and motivate staff to meet and exceed overall contact center goals. • Develop and implement processes that drive sales while maintaining retention and satisfaction goals. • Develop programs and best practices that can be rolled out to multiple contact centers by leveraging internal team of agents. • Lead the development of training programs/ curriculum that focus on customer satisfaction and retention. • Monitor day-to-day management of centers processes. • Collaborate with IT and Analytics groups to define data reporting. • Lead the development and execution of consumer satisfaction surveys and analysis. • Identify industry benchmarks for measuring “exceptional” customer service and center service factors. Requirements: • Bachelor’s degree. • 3 years experience in direct marketing related in-bound customer service. • 7 years of inbound consumer contact center experience with at least 5 years in increasingly responsible management level positions. • At least 2 years experience in managing teleservices vendors. • Verifiable successes in building, leading and managing outsourced customer service contact center(s) with combined service and sales objectives • In-depth knowledge of call center processes and reporting systems. • Ability to successfully manage and coach “virtual” direct reports. • Travel required.
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