Senior Director Customer Care, Contact Center - Chat: Lead the Charge in Delivering Exceptional Customer Experiences at arenaflex
Are you ready to take your career to the next level and join a dynamic team that's shaping the future of connectivity? Look no further! arenaflex is on the hunt for a seasoned Senior Director Customer Care, Contact Center - Chat to lead our digital care operations and drive exceptional customer experiences.
About arenaflex
arenaflex is a leader in the fast-paced world of connectivity, empowering lives, fueling businesses, and driving innovation through reliable, high-speed connectivity solutions. Our commitment to our people, products, and communities has earned us a reputation as a trusted partner in the industry. We're not just a company - we're a community that's passionate about making a difference.
Job Summary
We're seeking an experienced leader who can drive digital care operations, enhance customer satisfaction, and achieve high-level customer experience in chat and social media. As a Senior Director Customer Care, Contact Center - Chat, you'll be responsible for leading dynamic teams, designing robust customer care processes, and collaborating with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels.
Responsibilities
• Day-to-day leadership responsibilities: Enhance customer satisfaction by directing and steering dynamic teams effectively, ensuring day-to-day operational stability and continuous improvement.
- Oversee performance of operational chat and social KPIs: Take immediate actions to improve, leveraging data-driven insights to drive results.
- Design robust customer care processes: Develop procedures, policies, and standards to achieve high-level customer experience in chat and social media.
- Present performance evolution: Identify drivers and improvement opportunities, presenting findings to Senior leadership.
- Identify upselling and cross-selling opportunities: Implement needed changes to generate revenue within the digital care process.
- Collaborate with stakeholders: Assess tools and technologies required to enhance and grow care digital assisted channels.
- Contribute to planning and deploying new tools: Ensure best possible outcomes from both quality and efficiency standpoints.
- Analyze customer contact drivers: Identify specific improvement opportunities, developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction, and customer loyalty.
- Identify training needs: Ensure timely fulfillment, measuring training efficiency and sharing improvement opportunities.
- Partner with WFM team: Collaborate on requirements and short/long-range planning.
- Work closely with the Vice President, Care Operations: Define strategies, outline requirements, plan implementations, and measure results of care digital channels operations and delivering on KPIs.
Qualifications
• B.S. or B.A. degree required: Master's degree preferred.
- 10+ years leadership experience: Digital channel management experience at a leadership level, managing large-scale call centers or customer care agents.
- Strong understanding of BPOs: Experience in the telecommunication industry preferred.
- Strong written, verbal, and communication skills: Strong presentation skills, with the ability to work under pressure and meet challenging deadlines without compromising quality.
- Data-driven and results-oriented: Ability to travel up to 10% of the time.
Our Culture
At arenaflex, we're fueled by our four core pillars: 1. Taking Ownership: Empowering employees to take responsibility and embrace proactive problem-solving. 2. Upholding Transparency: Fostering open and honest communication, trust among our team and loyal customers. 3. Creating Community: Building an environment of collaboration, innovation, and positivity. 4. Demonstrating Expertise: Continuously learning and engaging with customers to deliver top-quality products and services.
Join Our Winning Team
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today! arenaflex offers a competitive salary, benefits, and a dynamic work environment that's shaping the future of connectivity. Apply now to join our winning team and be part of our journey to deliver exceptional customer experiences.
Equal Opportunity Employer
arenaflex is an Equal Opportunity Employer committed to recruiting, hiring, and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Pay and Benefits
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $161,186.00 - $230,265.00 / year. For other locations, please inquire with your recruiter.
How to Apply
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