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Director of Customer Care

Job Summary: The Director of Customer Care is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service, and the strategic development of operational requirements, process and technology, to deliver key service outcomes for B2B or B2C customers. What you'll do: Provide strong, dynamic leadership of a multi-site, multi-channel organization to develop engaged and high-performing teams and leaders. Mentor, develop, and guide team members to efficiently maximize the value of every contact Deliver results against defined SLA's that include measurable ROI, strategic innovation, performance reporting, and human capital development. Develop and administer annual department budget to attain business goals with operational stability, scalability, and efficiency Develop and maintain an effective organization, including efficient recruiting, training, coaching, recognition, performance standards, staffing levels, and supervision Coordinate analytic, strategic, and technical resources to meet customers' expectations and ensure satisfaction Develop, implement, and maintain effective internal and external customer experience quality and monitoring programs, fostering continuous improvements and exceeding service levels Ensure staff accountability through routine observation, reporting, performance management, and through timely, thorough preparation of performance appraisals for direct staff reports Review and approve performance appraisals for all Customer Care staff. Take appropriate action on employee issues related to job performance and professional conduct, with assistance from, and in collaboration with, the Human Resource Department Who you are: Customer obsessed; have a passion for ensuring great customer experiences with every contact Have the ability to work resourcefully and creatively, to think independently, and to exercise independent judgement in originating or developing techniques or programs in a complex and dynamic environment Possess strong, analytical, conceptual, and problem-solving abilities Adept at understanding regulatory and legal landscape Possess superior written & verbal communication skills Experienced in creating and implementing long-term strategic plans, action plans, meeting budgets, providing clear directions, and exceeding goals Experienced managing a contact center environment within a highly regulated industry, developing and updating Standard Operating Procedures (SOPs) and implementing change control methods What you've done: Successfully directed a multi-state Customer Care organization with a minimum of 100 employees Implemented process improvements resulting in increased customer satisfaction Obtained a Bachelor's Degree in a relevant field of study Had 8 to 10 years' contact center leadership experience to include development of Customer Care management teams and overseeing multi-channel and multi-location operations Bonus points: Experience in leading licensed professional employees Six Sigma certification and/or training What's in it for you? A comprehensive benefits package that includes health, dental, and flexible spending accounts 401(k) retirement plan with a generous company contribution Life and disability insurance A generous paid time off program that increases every year Tuition reimbursement
Salary Range: NA
Minimum Qualification
8 - 10 years

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