Contact Centre Operations Associate Director Jobs in Pennsylvania , Employment

Are you an experienced Contact Centre Operations professional looking for an exciting new challenge? We are looking for an Associate Director to join our team and lead our Contact Centre Operations. You will be responsible for developing and implementing strategies to ensure the highest level of customer service and satisfaction. You will also be responsible for managing and developing a team of Contact Centre professionals to ensure they are meeting their goals and objectives. If you are an experienced leader with a passion for customer service and operations, this is the perfect opportunity for you!

Overview The Contact Centre Operations Associate Director is responsible for the overall management and operations of a contact centre. This includes overseeing the day-to-day operations, developing and implementing strategies to improve customer service, and ensuring that customer service standards are met. The Associate Director will also be responsible for managing the contact centre staff, providing training and development opportunities, and ensuring that customer service goals are met. Detailed Job Description

• Develop and implement strategies to improve customer service and ensure customer service standards are met

• Manage the contact centre staff, including hiring, training, and development

• Monitor customer service performance and ensure customer service goals are met

• Develop and implement customer service policies and procedures

• Monitor customer feedback and ensure customer satisfaction

• Develop and maintain relationships with customers and vendors

• Analyze customer service data and trends to identify areas for improvement

• Develop and implement strategies to increase customer loyalty

• Ensure compliance with applicable laws and regulations

• Develop and manage budgets for the contact centre

• Monitor and evaluate contact centre performance

• Develop and implement strategies to reduce customer service costs

Skill Requirements

• Excellent customer service and communication skills

• Strong organizational and problem-solving skills

• Ability to work independently and as part of a team

• Ability to manage multiple tasks and prioritize workload

• Knowledge of customer service principles and practices

• Knowledge of contact centre operations

• Knowledge of applicable laws and regulations

• Proficiency in Microsoft Office Suite

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field

• 5+ years of experience in contact centre operations

• Previous experience in a supervisory or management role

• Knowledge of customer service principles and practices

• Knowledge of contact centre operations

• Knowledge of applicable laws and regulations

Knowledge

• Knowledge of customer service principles and practices

• Knowledge of contact centre operations

• Knowledge of applicable laws and regulations

• Knowledge of customer service metrics and analytics

• Knowledge of customer service software and systems

Experience

• 5+ years of experience in contact centre operations

• Previous experience in a supervisory or management role

• Experience in developing and implementing customer service policies and procedures

• Experience in developing and implementing strategies to improve customer service

• Experience in analyzing customer service data and trends

• Experience in developing and managing budgets

Responsibilities

• Develop and implement strategies to improve customer service