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Director of Advance Service

Huntsville, AL, USA | LG Corp

  • Industry:
    Information Technologies
  • Position Type:
  • Functions:
    General Management
  • Experience:
    7-10 years
Job Description:
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Establish strategic vision for the future services of the customer contact center such as proactive services, digital communication, and social media while providing direction, and striving for results.

• Provides daily leadership of Advance Service operation and ensures the organization is sufficiently staffed so adequate resources are available.

• Identify the key decision makers and communicate with them to pull out the cooperation needed to develop necessary features and functions.

• Oversees and manages website and social media channel processes for all customer support platforms.

• Implements policies, standards, and performance metrics to continuously improve productivity and service quality for future advancements.

• Proactively advises senior management about performance, recommendations for improvements and analysis of all statistics.

• Assesses operational and financial risks associated with contracted 3rd parties and recommends methods of mitigating associated risks.

• Works collaboratively with other departments to ensure service, quality and other company wide goals are met.

• Develops the Advanced Service staff to continuously improve communication skills, problem solving techniques and knowledge of the business lines, products and processing.

• Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary.

Job Requirements:

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

• Related Industry or customer service related technology development experience is a plus

• Minimum of 10 years of experience of a large, fast-paced customer service operation, preferably in a consumer service industry.

• Ability to leverage computerized systems and to develop and maintain Key Performance Indicators (KPIs) to measure and improve team performance.

• Expert communicator and analytical thinker, and ability to negotiate and resolve conflict

• In-depth knowledge of call center technologies and other business systems.

• Must demonstrate exceptional communication, collaboration, adaptability, resilience and emotional intelligence.

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