| Director, Customer Service and Retention |
Job Location:
Metro Area: |
Los Angeles, CA
CA - Los Angeles
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Category: |
Customer Service
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Contact Info |
Company Name: Syndero LLC
Website:
Click to Visit
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Apply: Submit Resume Now
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Job Description:
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Position: Director, Customer Service
Reports to: Vice President, Operations and Finance
Position Scope
The Director of Customer Service will play an integral role in the Company’s long-term success by strategically positioning the customer service contact centers, for both save-the-sale and
telesales efforts, to provide exceptional customer service and drive revenue and retention while managing growth. The Director will develop the strategic and tactical goals required to manage
internal and external staff, in-house and outsourced contact center(s), tele-services vendors and technical resources to peak performance. The Director will identify overall CRM techniques
and tools that drive center save rates and revenue to exceptional levels.
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 DR programs.
Responsibilities
- Develop organization and build team for optimal service provision at both internal and third party call centers focusing on cancel save efforts as well as inbound and outbound telesales.
- 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, objectives and strategies that will be measured, ultimately, by contact center revenue and customer retention.
- 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.
- Develop overall budget, staffing requirements and spending strategies that provide for growth, yet drive significant cost efficiencies.
- Effectively work and communicate with all levels of the company to gain cooperation, build partnerships and drive effective cross-functional teamwork.
- Lead the development (across in-house and outsourced centers) of training programs/ curriculum that focus on customer satisfaction and retention as well as driving the optimal use of customer service tools and technology for value-added data collection.
- Monitor day-to-day management of centers processes, including training, QA, data reporting and administrative support – driving optimal performance.
- Champion technology, systems and IT support required for optimal contact handling, including ACD, IVR, CRS, CRM and WFM technologies.
- Collaborate with IT and Analytics groups to define data reporting requirements including (but not limited to) consumer insight reporting, product and transaction related data. Lead the development and execution of consumer satisfaction surveys and analysis.
- Negotiate pricing, services and contracts with telemarketing companies and third party contact centers.
- Identify and engage appropriate third party technology vendors for various aspects of service such as surveys, electronic knowledge base, etc.
- Identify industry benchmarks for measuring “exceptional” customer service and center service factors.
Requirements/Skills
- Bachelor’s degree.
- 3 years experience in DR related in-bound customer service, with strong save-the-sale/retention expertise.
- 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 in support of direct marketing programs, including online marketing, subscription, free or paid-trial, outbound telemarketing and infomercial/DRTV models.
- Demonstrated experience in building contact centers from scratch.
- 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.
- Track record in driving “continuous improvement” processes.
- Excellent oral and written communications and presentation skills.
- Excellent leadership and coaching abilities.
- Ability to successfully manage and coach “virtual” direct reports.
- Travel between company and vendor sites required.
Send Resume and cover letter with salary requirements to callcenterjobs@syndero.com
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