Our client, a global gifting company, is looking for a fulltime Director of Customer Care to join their team. . The position will directly manage the customer service team providing excellent service while meeting performance targets. The director will understand our evolving customer service needs and prepare our service center for future growth within our family of brands.
Responsibilities:
- Mentor and develop leadership staff.
- Support the training of individual staff to improve service performance.
- Develop, suggest, and create process optimization.
- Manage staff to meet service targets.
- Evaluate and monitor the customer’s experience from site entry through checkout, delivery of order and post order events.
- Create skill-based task allocation to divide tasks by capability and develop skill set leaders.
- Improve the overall customer service experience.
- Improve service efficiency by increasing first contact resolution.
- Implement technology and automation.
- Monitor continuity of service-related messaging throughout all points of contact.
- Create a customer win back strategy.
- Develop a customer satisfaction measurement system.
- Keep up to date on today’s customer expectations and needs.
Qualifications:
- Bachelor’s Degree
- 5-7 years managing an e-commerce online retail customer service contact center
- 10 or more years of experience in customer service
- Experience managing a 24/7 service contact center with variable team members from 50-150
- Excellent verbal and written communication skills
- Strong ability to use data analytics to direct decisions
- Strong knowledge of P&L principles managing a customer center to a budget
- Willing to be hands-on, get into the details to drive issues to resolution
- A “can do” attitude with proven results driven mindset
- An encouraging posture promoting a continuous positive experience
- Experience managing remote direct reports and a 3rd party workforce
- Strong skills in Microsoft Outlook, Word, Excel, and PowerPoint
Please submit your resume for consideration.
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