Customer Care Director

Reporting to the General Program Manager, this individual will design, create, and manage the call center’s procedures, metrics, and staff necessary to implement iKobo’s customer service initiative.  The person will be responsible for managing a staff of call center representatives and ensuring that they investigate and satisfactorily resolve customer complaints within the specified times.  He or she will also be responsible for analyzing the customer data and creating revenue generating outbound call programs.  Additional responsibilities include customer service agent coaching, quality assurance, workforce management, and achieving performance targets.



ESSENTIAL FUNCTIONS:

 

· Modify existing procedures and create new procedures that maximize call center productivity while achieving iKobo’s goals

· Create training material for staff

· Train, manage, and retain call center staff

· Create metrics and reward/incentive plans to keep staff motivated to exceed daily/monthly goals

· Create and implement outbound calling programs

· Maintain a staffing plan that covers the current customer care volume and anticipates future increases in call volume
Qualifications


Education & Experience:

· Bachelors degree or equivalent experience

· 5 – 7 years experience managing call centers

· Experience working with statistics, reports, and call center metrics

· Experience coaching call center representatives

· Experience creating and forecasting schedules

· Experience analyzing and reviewing the quality of interactions between the representative and the customer

· Experience analyzing customer server representative’s performance and making strategic staffing adjustments accordingly

· Experience with Avaya IP Office and Call SWEET a plus
Skills and Abilities:


· Good oral and written communication skills

· Ability to work under pressure

· Strong people skills

· Creative problem solving

· Ability to analyze dataAbility to forecast staffing needs based on new customer additions and sales volume projections