Director - Customer Service - Lee Enterprises - Davenport

Job description
Lee Enterprises seeks an innovative and energetic professional to lead our inbound call centers to the next level of excellence. The right candidate will manage by metric with a human touch. Located in Munster, IN, this newly created position will work closely with marketing , audience, and information technology to create an excellent customer service experience for our subscribers and an engaging work experience for employees.

Key responsibilities include:
Swiftly and successfully implement hiring and training programs throughout all call centers and other customer touch-points.
Perform detailed audits, recommend and implement procedures to continually improve call center performance and customer satisfaction.
Support and develop call center employees, managers and supervisors for long-term success.
Establish and report key performance metrics in an effective and timely manner. Utilize data to analyze and identify steps to improve efficiency.
Establish and manage operating budgets and expenditures.
Develop rapport and strong business relationships with internal customers and thorough knowledge of all call centers.
Desired Skills and Experience
The successful candidate will be a highly experienced customer service professional with a strong background in managing and operating inbound call centers.

Job Specifications/Requirements:
Bachelor's degree
8+ years call center and customer service management experience
Project and process management experience
Strong interpersonal and communication skills
Superior problem solving and analytical skills
Demonstrated time-management and organizational skills
Up to 50% travel required

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!