Call Center Director

Job Title:   Contact Center Director

 

Department: Contact Center  

 

Position Summary:

 Motosport, Inc. is a VC backed, direct-to-consumer retailer of parts, accessories and apparel for the personal motorized vehicles market including dirt bike, sport bike, ATV and cruiser. We seek an experienced and professional Director who will be responsible for developing, building and maintaining a strong sales and customer support organization in a 24 x 7 online retail business.  They will direct and oversee all aspects of inbound sales and customer service at MotoSport’s call center. This position also requires strong analytical skills to develop and report on key performance indicators for operational and business aspects of the call center’s operations.  The position will report directly to the CIO and Vice President of eCommerce.

 

Essential Job Functions:

 

§ Provide leadership to approx 60 Sales and Customer Service Representatives (CSR's) spanning 2 shifts 7 days a week, inclusive of email and live chat operators in order to ensure flawless service delivery.

§ Establish ongoing business and operational requirements. Work closely with all levels of the organization to identify and implement new technologies, programs and approaches that will facilitate the continual improvement of service delivery and to ensure optimum productivity.

§ Establish the specifications for call center reporting, quality, performance metrics and performance improvement. Quality measures include call accuracy, responsiveness to customer needs, courteous communications, telephone service level, abandon rate, manned times and total service quality.

§ Ensure consistent tracking and research is completed on all operational vital signs in order to identify trends, areas of improvement and develop strategy to ensure highest quality service delivery.

§ Provide direct reports with ongoing guidance in goal setting/attainment, performance management and staff development to insure a satisfying, positive and motivating work environment that continuously builds associates’ commitment and trust.

§ Forecast volumes of calls and manpower requirements in relation to demand forecast.  Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events.

§ Monitors productivity of customer service representatives and generates reports.

§ Reviews metrics on a daily basis to monitor the length of time customers remain on hold and take steps to minimize abandoned calls.

§ Monitors service calls to observe employee interactions with customers, technical accuracy of communication, and conformity to company policies.

§ Answers questions and recommends corrective services to address customer complaints.

§ Maintain metrics for accounting purposes and to keep records of customer service requests and complaints.

§ Determines work procedures, prepares work schedules, and expedites workflow.

§ Studies and standardizes procedures to improve efficiency of subordinates.

§ Maintains harmony among workers and resolves grievances.

§ Prepares composite reports from individual reports by subordinates.

§ Manages the sub ordinates and is responsible for over all direction, Co-ordination Planning, assigning and directing work.

Qualifications:

 

§ Minimum of 5-7 years running a call center operation (including, staffing, budgeting, escalation of customer issues, and reporting).

§ Understanding of inbound call routing, ACD technology and accompanying metrics including calls in queue, average talk time, abandoned calls.

§ Demonstrated ability to work independently, take initiative, problem solve and handle multiple tasks with ease while maintaining a strong strategic focus on continuous improvement and consistency in training and customer service in a cost efficient manner.

§ Must be flexible and adapt quickly to the changing needs of the organization including as required to spend some time on weekends and nights to ensure staff consistency, communication and training.

§ Exceptional verbal, written, leadership, communication, motivational, analytical and organizational skills and Microsoft Office computer expertise are a must.

§ Motorcycle enthusiast and Bi-lingual is a plus.



Education:

 § Bachelors Degree in Business Administration or a relevant analytical discipline - MBA preferred.

§ Six Sigma Certification highly desirable

§ At least six years Senior Management experience in managing a Call Center with at least 50 staff members or related experience.