Description JOB SUMMARY:
The Director - Customer Solutions will contribute to the design and implementation of applications, supporting a highly complex customer service environment that is called upon to meet a broad spectrum of business needs. Applications include but are not limited to Order Entry, Inbound Call Center, Technical Support, End-to End Quality Management, Work Force Optimization, Performance KPI Metric Reporting and Email Management Solutions. This position also works with the other departments to help coordinate program implementations as well as execute ongoing and ad hoc enhancements. Comprehensive knowledge of the contact center operations at a detailed level (i.e. “hands on” experience) is a must.
Standard office environment. Occasional travel as required.
DUTIES & RESPONSIBILITIES:
•Lead workforce optimization and scheduling for all locations, including optimizing hours of operation and developing workforce planning processes that support both our customers and our team members.
•Develop standardized and ad hoc reporting that provides detailed insight into performance of both the department and the overall end-to-end customer experience. Provide analysis and recommend enhancements that will lead to continuous quality improvement and an exceptional customer experience.
•Evaluate and recommend customer service technology to support a rapidly growing and innovative business. Participate in due diligence, including developing RFPs, ROI analysis, reference evaluations, and contract/pricing negotiations. Partner with other leaders within the business to smoothly implement and integrate new technologies.
•Utilize observation, research, and analysis to evaluate current processes and recommend improvements that will ensure Master Lock customer service is a competitive advantage. Design practices that are easy for customers to access and use and that can be effectively implemented across the global organization.
•Plan, develop and implement strategies to standardize operating procedures and ensure alignment between departments and across sites.
•Develop and manage quality assurance programs for all aspects of the Customer Solutions Department, including order entry, inbound customer service, email management, complex orders, and order management across all locations. Implement regular calibration sessions to ensure consistency.
•Champion the development and growth of the CS team and develop strong succession candidates for supervisor and leadership positions within the organization.
•Regularly survey customers to evaluate performance against KPIs, including Customer Effort Score, First Contact Resolution, and Net Promoter Score. Complete root cause analysis and suggest enhancements anytime service has failed to meet world-class standards.
•Communicates Effectively – Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels. Encourages the open expression of diverse ideas and opinions.
•Action Oriented - Readily takes action on challenges, without unnecessary planning. Identifies and seizes new opportunities. Displays a can-do attitude in good and bad times.
•Customer Focus - Gains insight into customer needs. Identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations. Establishes and maintains effective customer relationships.
•Cultivates Innovation - Comes up with useful ideas that are new, better, or unique. Can take a creative idea and put it into practice. Encourages diverse thinking to promote and nurture innovation.
•Plans and Aligns - Sets objectives to align with broader organizational goals. Breaks down objectives into appropriate initiatives and actions. Stages activities with relevant milestones and schedules. Anticipates and adjusts effective contingency plans.
•Optimizes Work Processes - Identifies and creates the processes necessary to get work done. Separates and combines activities into efficient workflow. Designs processes and procedures that allow managing from a distance. Seeks ways to improve processes, from small tweaks to complete reengineering.
•Drives Vision and Purpose - Talks about future possibilities in a positive way. Creates milestones and symbols to rally support behind the vision. Articulates the vision in a way everyone can relate to. Creates organization-wide energy and optimism for the future. Shows personal commitment to the vision.
•5 years of call center/customer service operations leadership experience, preferably in a regionally or globally distributed environment.
•Exceptional managerial and leadership skills to help develop a culture of customer satisfaction, process excellence and continuous improvement.
•Proven track record implementing change resulting in significant customer experience improvements.
•Advanced analytic and problem solving skills.
•Previous experience managing complex projects that impact multiple departments.
•An in depth understanding of call center technology and best practices.
•Proficient in the use of technology, including MS office tools, with the ability to quickly adapt to new technology.