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Director of Customer Experience and Operations
2 months ago
We are seeking a highly experienced Senior Director to lead our Care BPO Operations team. As a key member of our leadership team, you will be responsible for the execution of all operational aspects of our Inbound/Outbound Operations & BPO Management.
Key Responsibilities- Staffing and Scheduling: Manage staffing levels across multiple BPO groups to ensure achievement of operational objectives within call center operations.
- Compensation and Incentives: Develop and implement comprehensive Agent/Supervisor/Manager compensation plans with strategic use of incentives for sales and efficiency.
- Customer Experience: Oversee and direct sales/Care Operations to ensure that all customer activities and interactions are handled fairly and effectively.
- Policies and Procedures: Establish policies and procedures, in accordance with consumer laws, to provide necessary customer service and promote good customer relations.
- Training and Development: Oversee the execution of the training program and personnel to ensure technical and soft skills of the call center representatives are up to date.
- Performance Analysis: Assist Senior Leadership in attaining operational objectives by supplying relevant analysis of operation performance data, as well as developing recommendations and action plans to address issues, including quality, productivity, and fiscal objectives.
- Vendor Management: Work with various BPO partners and ensure they comply with agreed SLAs and contractual terms.
- Education: Bachelor's degree in a related field. MBA preferred.
- Experience: Minimum ten years of experience in Cable customer service/call center experience, consulting, strategic planning, Outbound & Care Operations Sales, Senior management/leadership experience, Sales operations management experience, Call center management experience, Leadership of multiple cross-functional teams.
- Skills: Experienced BPO rate & service level negotiations, Onboarding of new BPO's, campaign/project launches, Strong computer skills including Microsoft Word, Outlook, and advanced Excel and PowerPoint.
- Leadership: Proven ability to increase contact rates and yield to ensure goal achievement, Success in meeting deadlines.
a4 Media is a leading provider of innovative solutions for the media and entertainment industry. We are committed to empowering our employees to take ownership and drive results. Our core values include Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise.
We are an Equal Opportunity Employer committed to recruiting, hiring, and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
