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Contact Center - Director of Customer Care

Company: Corus Entertainment
Location: Chippewa Falls
Posted on: February 25, 2021

Job Description:

Contact Center - Director of Customer Care Corporate Office, 1251 1st Avenue, Chippewa Falls, Wisconsin, United States of America Req #90 Wednesday, February 10, 2021 JOB SUMMARY: Reporting to the Vice President of Marketing, this position is responsible for the execution of all operational aspects of Mason Companies Customer Care services and support. This role will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing our customer and employee experiences across multiple customer care channels, centers and a virtual, remote customer care team. This role is responsible for the customer care contact center's performance, develop cutting edge processes to improve our people, process and technology roadmaps in collaboration with a variety of business partners and internal/external stakeholders.In this role, you will be expected to implement and review policies and operating structure, set standards & guidelines for customer interactions, oversee efficiency improvements that continue to drive process improvement, create strong customer loyalty and enhance employee engagement. This position supports senior leaders in company-wide initiatives, provides leadership to the customer care leadership team and establishes relationships with key personnel in other departments. He/she will act as the advocate for the customer within the organization and help us advance our business transformation efforts with a relentless emphasis on customer experience.This role is not only critical to delivering the best possible experience for our customers, but also instrumental for helping Mason Companies continually achieve high levels of efficiency, employee engagement and profitability. PRIMARY DUTIES AND RESPONBILITIES: The below listing of essential functions is not an inclusive listing of all duties that may be requested to be performed by supervisor or manager.

  • Oversee all--operations--for--the customer care call--center (all channels)--with focus on--call--center--operations, systems and technology management, labor forecasting and utilization, and quality assurance.
  • Proactively provide leadership and direct activities in identifying, analyzing, and modifying operational process, workforce models, forecasts, and improvement of sales and service in all contact channels to deliver best in class call center operations.
  • Drive the selection, customization and use of systems, programs, software and other technology tools for use by customer care team, including new contact method technologies and processes.
  • Inspire, motivate and develop staff to achieve and maintain high levels of engagement and satisfaction.
  • Lead and cultivate a positive team environment and provide ongoing guidance and career development opportunities to direct reports.
  • Design bonus, recognition or commission plans to motivate and engage employees, improve sales and revenue, and profitability attainment.
  • Develop team member/labor staffing strategy and corresponding payroll forecasts and monitor monthly performance to targets.
  • Responsible for achievement of all customer care key performance measures including budget and P&L.
  • Develop and streamline quality assurance program to become a standard component of daily operations and team evaluation.
  • Utilize quality assurance analytics to drive process improvement, up-training and new employee training, coaching and team meeting content.
  • Work closely with Human Resources on recruiting and hiring plans and retention efforts to meet staffing and labor requirements.
  • Work cross functionally to develop project plans and execution of new initiatives to support company goals.
  • Work closely with Executive Leadership to develop and implement business strategies and goals to improve overall sales, customer and employee retention and experience.
  • Monitor external and internal customer feedback to measure performance and identify best practices to drive process improvement.
  • Provide for and continually monitor safety and security practices within all the customer care contact centers.
  • Responsible for individual and team performance management and conducting performance reviews; making employment related decisions as needed.
  • Oversee third party Outsource Services during peak seasons to assist with staffing needs.
  • Troubleshoot and resolve ongoing issues to help develop post implementation solutions to customers. SECONDARY RESPONSIBILITIES:
    • Conduct performance reviews.
    • Create, monitor, and evaluate the operational budget for the customer care center.
    • Serve on various committees and project teams. KNOWLEDGE, SKILLS, ABILITIES:
      • Must be knowledgeable in the newest Contact Center technologies and trends; able to make intelligent business recommendations.
      • Must have experience managing, leading, motivating and inspiring teams across multiple site locations and in a virtual, work at home environment
      • Must have proven experience managing and improving performance in a customer contact center
      • Must have project management experience - leading and sponsoring projects
      • Demonstrated experience leading, coaching and developing teams.
      • Excellent written and verbal communication skills is required.
      • Strong presentation skills (creating and presenting) to all levels including executives
      • A motivated, decisive, self-starter with excellent time management and organizational skills.
      • Must have a passion for providing superior service to employees and customers.
      • Must be able to think and plan strategically while acting tactically to meet goals.
      • Excellent analytical, problem solving, and troubleshooting skills to determine root causes and informed decision-making. EDUCATION and/or EXPERIENCE:
        • Master's Degree or MBA preferred.
        • Minimum of ten (10) years progressively responsible experience in a direct customer service, or call/contact center environment
        • Minimum of six (6) years managing other managers, supervisors and front-line employees in multiple locations, preferably in a contact/call center.
        • Demonstrated ability to motivate, lead, and inspire a large team of people.
        • Experience managing forecasting, scheduling and reporting initiatives.
        • Experience in and/or working knowledge of the typical Contact Center technology/systems, including ACD/PBX, WFM, Quality, etc.
        • Experience with conducting business process reviews, recommending enhancements, implementing solutions, and delivering measurable business results in a fast-track environment.
        • Experience managing 3rd party outsource relationships is strongly preferred. PHYSICAL REQUIREMENTS: Work is generally sedentary, with no specific need for physical coordination or effort.The employee is regularly required to talk or hear.This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
          • Corporate Office, 1251 1st Avenue, Chippewa Falls, Wisconsin, United States of America

Keywords: Corus Entertainment, Rochester , Contact Center - Director of Customer Care, Executive , Chippewa Falls, Minnesota

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