A top client in Niles, IL is seeking a seasoned call center executive with 10+ years of management experience who has directed call center operations within a sizable organization. Experience within Financial Services is highly desired. This role will provide strategic direction and lead our channel strategy that supports their BPO model, ensuring 24/7 servicing of our client, and hitting service level targets across multiple remote call centers.
• Ensure the highest standard of customer care is delivered and maintained in all aspects of the Customer Service function including (but not limited to): inbound and outbound call management, social media, email, chat, complaints, appeals and grievances processes, etc.
• Directs and provides direction for the day-to-day operations of the call center, shared services, training and quality assurance ensuring service and quality metrics are at met and exceeded.
• Build and implement standard operations practices in Chicagoland, Philippines, Mexico, U.S Remote regions and TBD locations.
• Manages the call center to reflect industry best practices and strives to achieve industry certifications such as Call Center of Excellence or others to validate the standard of performance.
• Provides strong, dynamic leadership that mentors, develops, and guides team of managers to lead a team of 250 + efficiently and effectively customer service representatives.
The essential functions of this role include:
- Active Listening
- Creating Presentations
- Years of experience: 10 years
- Experience level:Director
Working hours: 8 AM - 4 PM
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