DIRECTOR OF CUSTOMER CONTACTAre you someone who has led customer contact across all channels? Are you able to drive sales through service? Do you have experience in running operational teams as well as quality-focused customer service and sales?We are currently searching for a Director of Customer Contact for our client in San Francisco. This role is responsible for leading the operational delivery of a multi-functional, multi-channel, multi-site customer contact operation (across vendors) to successful resolution for the customer. You will be a customer contact expert.This role is broad and you will find yourself working with colleagues in every department of the company at all levels. The successful candidate will be familiar with leading cross functional customer service teams, defining continuous improvement projects using data analysis and suggesting recommendations for vendors and partners.The primary focus of this role is to run the day to day operational strategy and delivery for sales, service and technical support. You will be working and delivering with outsourced partners and establishing a new vendor support strategy and target operating model which will translate into efficient customer service and a successful experience for our members.The Director of Customer Contact will leverage his / her customer service expertise to:Deliver sales and service objectives across all channels and vendorsAnalyze and incorporate external and internal customer insights into our processes to ensure industry parity and improvement in customer valueAddress and use insight for improving Customer Satisfaction with VendorsInterpret results and identify critical improvement areas in order to trigger customer service improvement initiativesWork collaboratively and constructively with marketing, operations and technology to deliver better customer service and experience through communications, technology and processDeliver and own all KPI metrics and customer service operational targetsEnsure that the management of all contact center projects are delivered successfully and value add initiatives are explored meeting both the needs of our members and our businessManage the vendor transformation strategy providing an outcome that will deliver greater efficiency and a better customer experienceDeliver the quality assurance methodology that can be automated and used across our vendors in order to improve satisfaction and operational deliveryDevelop and deliver an operational plan for the delivery of sales targets and customer service objectivesQualifications6-10 years of experience in a customer service/customer contact group with increasing responsibilities3+ years of experience managing a team with clear objectives, solid communications and a servant leadership mentalityGood understanding of the telecoms market and drivers of customer satisfaction, process and quality and contact center operationsExpertise in driving sales through serviceUnderstanding of mission based sales and serviceBachelor degree, master degree a plusPersonal CharacteristicsA critical eye with the ability to see both the big picture as well as the detail and nuanceAgility to move between the customer experience and the commercial focusInnovative, creative and fresh thinking with the ability to bring different solutions to address customer insight and improvementAbility to engage and influence key stakeholders across the businessAbility to work and lead cross function matrix teams to deliver satisfaction, quality and cost improvementsSignificant experience in customer service, including oversight of large multi-functional teams and outsource vendor experienceThe Company Would you like to feel good at the end of the day that what you were working for is something greater than just increasing the bottom line? Does a company with a strong mission to increase social justice, help save the environment and increase women’s rights align with your personal values? Our client is making the world a better place – ACTIVELY and donates a portion of their proceeds every single month to these causes and more. The client offers a generous benefits package a competitive compensation plan and tons of perks!
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