VP of Customer Service

 

 RESPONSIBILITIES/DUTIES – KEY PERFORMANCE GOALS

· Responsible for setting and implementing Global Best Practices

· Direct and develop director-level department heads within the call center.

· Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the call center.

· Research and study new methods and technology with a view toward establishing the highest quality of customer service, and highly efficient operations.

· Provide for training, development, and growth opportunities for staff.

· Work closely with other departments with the goal of improving processes.

· Accountable for directing strategic customer service projects and processes across company to ensure employees and customers expectations are being met.

· Define the vision, mission, culture, and goal of the Customer Service Department to provide clear directives and initiatives to employees and customers.

· Customer visits/interface

 

QUALIFICATIONS –MUST HAVES

Experience:

·   Ten years extensive experience in developing and directing programs for diverse customer segments

·   Demonstrated ability to develop long term customer service strategic plan, and translate those plans into action

·   Managed large organization – preferably globally

·   Capital and operating budget experience so as to be able to manage a budget

·   Financial problem solving experience to evaluate project and program profit abilities

·   Successful track record in achieving and exceeding operational goals in growth oriented business

· 

Knowledge/Skills:

·   Knowledge of formal project management processes and tools

·   Ability to effectively respond to common inquiries or complaints from customers, regulatory agencies, or members of the business

·   Ability to effectively present information to top management and/or public groups

·   Strong customer orientation

·   Demonstrate knowledge of telephony and call centre technologies

·   Strong leadership, motivation and people skills, team-oriented

·   Excellent communication, presentation and negotiation skills

·   Self-starter with ability to handle demanding and stressful situations in a professional manner

·   Flexible and able to thrive in a fast-paced environment

·   Able to establish and manage to high standards.

·  Able to make things happen working with and through others; strong persuasive/negotiation skills

·  Ensuring adequate staffing with properly trained personnel

·  Role model for the rest of the Customer Service department

·  Able to work closely with key internal business partners

 

Education:

Bachelor’s degree (advanced degree preferred)