Senior Director Customer Care, Contact Center- Chat

Job Summary

The ideal leader is an expert in the Digital Contact Center Operation profession and has experience leading digital care operations. This role is very focused on providing excellent customer support and care KPI attainment on chat and social channels while supporting digital roadmap. Conduct Contact drivers and performance assessments to identify opportunities to improve performance, increase revenue and optimize operations. Leverage and share best practices and work on process improvement opportunities. Possess a proven ability to anticipate care operations requirements and resolve roadblocks in all situations. In addition, will lead the team to ensure day-to-day operational stability and continuous improvement. 

Responsibilities

• Day-to-day leadership responsibilities, including enhancing customer satisfaction by directing and steering dynamic teams effectively.
• Oversee the performance of operational chat and social KPIs and take immediate actions to improve.
• Design robust customer care processes, procedures, policies, and standards to achieve high-level customer experience in chat and social media. 
• Present performance evolution to Senior leadership identifying drivers and improvement opportunities.
• Identify upselling and cross selling opportunities and implement needed changes to generate revenue within the digital care process. 
• Identify the tools and technologies required for chat and social care channels. 
• Collaborate with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels. 
• Contribute to planning and deploying new tools ensuring best possible outcomes from both quality and efficiency standpoints. 
• Analyze the customer contact drivers, identify specific improvement opportunities, and work on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction and customer loyalty. 
• Identify training needs and ensure timely fulfillment, measures training efficiency and shares improvement opportunities. 
• Partner with WFM team on requirements and short/long range planning. 
• Work closely with the Vice President, Care Operations to define the strategies, outline requirements, plan implementations and measure the results of the care digital channels operations and delivering on KPIs.

Qualifications

• B.S. or B.A. degree required; Master's degree preferred
• 10+ years leadership experience with digital channel management experience at a leadership level
• Experience managing large scale call center of customer care agents
• Strong understanding of BPO’s
• Experience in telecommunication industry preferred
• Strong written, verbal and communication skills as well as strong presentation skills
• Ability to work under pressure and meet challenging deadlines without compromising quality
• Must be data driven and results oriented
• Ability to travel up to 10% of the time