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Site Director - Customer Care

Company: Continuum Global Solutions
Location: Lacey
Posted on: October 31, 2019

Job Description:

Description: Position Summary The Site Director is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, high conversion rates, staffing utilization, employee culture, employee retention, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director’s success is measured by the organization’s ability to deliver on being the #1 Trusted Partner through Quality Performance while meeting monthly Call Attainment requirements. This is achieved through continuous integrity in all activities by ensuring an effective site client partnership, creating a high level of employee engagement and activities, achieving call center call efficiencies through the deployment of best practices, the continuous development of leadership, the achievement of financial targets and the achievement of performance metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all calls are of an inbound nature. The Director of Contact Center executes the vision for the operation insuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.. Primary Responsibilities •Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients • Ability to generate and maintain a strong employee engagement culture mitigating employee turnover • Responsible for development and administration of annual department budget to attain business goals with operational stability • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development • Maintain effective internal Quality Assurance (QA) programs fostering continuous improvement and client expectations • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center • Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction • Manage and expand client and coworker relationships • Insure compliance with regulatory agency guidelines and standards Qualifications\: • Bachelor of Science degree or higher preferred; 10+ years senior leadership in a Call Center will be considered in lieu of degree • Minimum 7+ years of Call Center/Contact Center management experience; preferably BPO • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations • Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience • Computer Skills\: Microsoft Outlook and Word with advanced Excel skills •Must be authorized to work in the United States. About Continuum Global Solutions, LLC Continuum Global Solutions "CGS" customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. CGS customer care and call center solutions leverage world class voice, chat, email, and social technologies. Continuum has more than 15,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com. Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an email to HR@Continuumgs.com. Be sure to include your name, the job you are interested in, and accommodation you are seeking.

Keywords: Continuum Global Solutions, Lacey , Site Director - Customer Care, Other , Lacey, Washington

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