Login for faster access to the best deals. Click here if you don't have an account.

Director, Customer Care Full-time Job

7 months ago Customer Services Hicksville   183 views
Job Details
Essential Responsibilities
  • Identify best practices and ensure they are followed/championed to protect the integrity of the company brand.
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting and human capital development.
  • Direct, monitor and develop a strong leadership team to ensure that business objectives as well as department and individual goals are achieved.
  • Coach and provide feedback to team members, and partner with Learning and Development management to assess training needs and implement improvement initiatives.
  • Manage third party vendor(s) adherence to the same quality and effectiveness standards established for the in-house call center.
  • Collaborate with other departments’ management to identify the root cause of reoccurring issues and reduce costs by proactively eliminating waste and continually improving processes/procedures.
  • Identify opportunities for productivity gains through technology, process improvements and vendor relations while ensuring adherence to budgetary constraints.
  • Develop and implement program to foster continuous improvement and exceed Service Level Agreement (SLA) performance.
  • Support workforce management while driving cost savings through operational efficiencies including queue design, occupancy/scheduling efficiencies, and effective headcount/capacity management across different customer interaction tools (e.g., phone, emails, chat, fax, social media, etc.).
  • Mitigate and resolve escalated customer issues in a timely, accurate and effective manner.
  • Coach Agents to reduce unnecessary escalations.
  • Perform all duties inherent in a managerial role.
  • Implement performance standards, execute new program initiatives and ensure adherence, communicate job expectations, evaluate staff performance and as appropriate, recommend hiring's, salary actions, promotions and disciplinary actions.
  • Ensure that staff communication with all parties is prompt, courteous and that appropriate resolution is offered to ensure customer satisfaction and increase loyalty.
  • Participate in special projects and perform other duties as required.
 
Non-Essential Responsibilities
  • Coach and provide feedback to team members, and partner with Learning and Development management to assess training needs and implement improvement initiatives.
  • Manage third party vendor(s) adherence to the same quality and effectiveness standards established for the in-house call center.
  • Collaborate with other departments’ management to identify the root cause of reoccurring issues and reduce costs by proactively eliminating waste and continually improving processes/procedures.
  • Identify opportunities for productivity gains through technology, process improvements and vendor relations while ensuring adherence to budgetary constraints.
  • Develop and implement program to foster continuous improvement and exceed Service Level Agreement (SLA) performance.
  • Support workforce management while driving cost savings through operational efficiencies including queue design, occupancy/scheduling efficiencies, and effective headcount/capacity management across different customer interaction tools (e.g., phone, emails, chat, fax, social media, etc.).
  • Mitigate and resolve escalated customer issues in a timely, accurate and effective manner.
  • Coach Agents to reduce unnecessary escalations.
  • Perform all duties inherent in a managerial role.
  • Implement performance standards, execute new program initiatives and ensure adherence, communicate job expectations, evaluate staff performance and as appropriate, recommend hiring's, salary actions, promotions and disciplinary actions.
  • Ensure that staff communication with all parties is prompt, courteous and that appropriate resolution is offered to ensure customer satisfaction and increase loyalty.
  • Participate in special projects and perform other duties as required.
 
Education
  • High School diploma or equivalent preferred
  • Bachelor's Degree Business, related field, and/or equivalent experience preferred
  • Master's Degree preferred
 
Professional Experience
  • 10+ Years Managerial Experience required And
 
Skills List
  • Upholds Mattress Firms core values: Service, Passion, Integrity
  • Interpersonal: Seeing things through to the end
  • Interpersonal: Understand and manage your own and others’ emotions
  • Management and Leadership: Skillful in creating a strategic vision and motivating others to achieve excellence in performance.
  • Management and Leadership: Effectively guide team-members to achieve or complete goals and tasks.
  • Management and Leadership: Implement team spirit, encourage team collaboration, identify hidden strengths of individual and team, encourage all team members to express suggestions and ideas and to find own creative solutions for upcoming problems.
  • Management and Leadership: Being open and approachable to build goodwill, positivity, and loyalty with team members
  • Management and Leadership: Adept at using information, ideas and influence to affect a desired outcome.
  • Communication: Skilled in exchanging information through verbal, written or non-verbal cues.
  • Communication: Effectively manages and resolves conflict in a positive way 
Knowledge
  • Microsoft Office Products
  • Advanced knowledge of contact center operations, infrastructure and technologies including telecommunications platforms, workforce management solutions, and call quality systems, CRM systems (e.g., Salesforce.com)
Company Description
Since 1986, Mattress Firm has made it easy to get a great nights sleep by providing our customers an expertly curated collection of quality mattresses from the best brands. Today, with more than 2,400 neighborhood stores, we strive to become Americas most trusted authority on sleep by placing our customer at the center of everything we do. Our experts help more than three million people a year find the right solution for their sleep needs.