Wednesday, July 11, 2012

New job Executive Director – Call Center- Houston TX and Atlanta, GA

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Subject: Executive Director – Call Center- Houston TX and Atlanta, GA

Jamie Presley posted a job: Executive Director – Call Center- Houston TX and Atlanta, GA

"Job Description: Using Reporting Metrics/Analytics to make sound business decisions and identify system and applications impacts to fulfillment operations Job Duties: • Partnering with external vendors to manage inbound call handling and performance. • Establishes and maintains inbound call guidelines and standard operating procedures. • Partners with other program leads to provide specific insights to Quality performance for Inbound Calls, C2C or Email response programs. • Hosts daily operation calls monitoring performance and to provide program oversight. • Leverages data to analyze data and identify trends and patterns to recognize improvement opportunities. • Partners with vendors in addressing customer 'escalation' correspondence and phone communication with customers for compliance with Standard Operating Procedures by agents. • Manages the program to the extraordinary customer rules to ensure premier care for self-service customers. • Acts as the company’s POC for Click-to-Chat scripts, methods and procedures. • Driving small & large teams to solutions on production and project issues, including teams of internal business customers and external vendors • Leading process improvement and sustainment of operations Methods and Procedures Compensation: • Up to $200,000 (based on existing) • 25% bonus • Stock options Please send resumes to Jpresley@directhr.com"

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