Head - Customer Care - Strategy, Contact Center, Operations - Samsung Telecommunications America - Dallas

Job description
Responsible for the overall management of Contact Center which includes directing internal and outsourced contact center operations, training and contents organizations under the Service and Operations Division of STA. In this role the incumbent will be a key member of the Service and Operations management team and be responsible for managing of all activities and functions within contact center including developing and implementing contact center operations and training and content strategy, procedures and standards; determining customer service support levels and enhancements; developing-best in-class practices; and working closely with other departments to deliver exceptional customer service to Samsung’s customers. This position will also need to effectively manage KPIs established by both Samsung HQ and internal management.

Common Essential Duties:

Provides management and establishes strategic direction to the contact center organization and operations of third party vendor contact centers
Initiates, designs, and implements best-in-class process improvement initiatives and analysis to contact center operations
Establishes policies and procedures for all contact center operations including customer resolution, KPI management and reporting, training, and contents and social media teams
Manages the development, analysis and reporting of call center operational metrics and KPIs
Coordinates with other departments to establish, diagnose or resolve issues related to customer requirements and customer satisfaction.
Implements new business initiatives including system design, implementation, and performance management related to contact center operations
Monitors overall department performance in order to ensure problems are resolved in a timely and thorough manner to meet customer service requirements and company goals.
Develops, teaches and directs managers and sr. managers in the contact center organization through implementation of goals, objectives, policies, procedures and work standards where applicable.
Manages projects efficiently and effectively and ensures completion in timely manner
Negotiates, develops, monitors and administers contracts and agreements.
Ensures that quality standards, procedures and authority levels are properly maintained in accordance with business objectives.
Establishes long term objectives and business plans for the contact center department.
Develops systems and maintains records that provide for the proper evaluation, control and documentation of assigned activities
Prepares a variety of written correspondence, reports, procedures, directives and other materials.
Conducts and manages meetings with subordinates, various internal operational teams and vendor contact centers
Desired Skills and Experience
A Bachelors Degree in business administration, industrial management or a related field from an accredited college or university. MBA preferred.
Should have 8-10 years of working experience, telecommunications industry preferred
Must have experience with vendor management and contract negotiations
Must be able to communicate effectively with various types of management levels within the STA and external organizations
Must have experience with Microsoft Standard Office Suite
Must be proficient in executive level presentations
Necessary Skills and Attributes:

Demonstrated ability to interact with all levels within the STA organization and within third party contact center organizations.
The ability to plan, organize and prioritize multiple and simultaneous projects, issues and activities.
Ability to effectively communicate in writing, through email, reports, or orally
Ability to lead and direct the activities of staff members, employees and vendors in order to achieve business objectives, product quality and organizational goals within established time frames and specifications.
The ability to clearly define objectives, identify tasks and work assignments, give direction and make decisions based upon applied knowledge of alternatives and work experience.

Work generally performed in an office environment.
Requires some movement and transportation of supplies and materials up to 25 pounds.
Performs work under time schedules and stresses which are normally periodic or cyclical and include: time sensitive job stress, fatigue, unpaid over-time, intellectual challenge, constant technical data feedback, language barriers, and product management Stress.
Machines, tools, equipment, and work aids include PC’s, printers, product inspection, test, repair and packaging work area equipment.
Frequently works additional hours beyond normal schedule.
Operate a computer keyboard and view a video display terminal more than 75% of work time
Travel to vendors, customers, service agents or STA sites of 25% of time
Under minimal supervision with a high level of responsibility to apply general policies and guidelines where decisions are seldom monitored, consequences of decisions may adversely affect operating results and management decisions. Position has complete access to confidential company data where disclosure may jeopardize the company’s competitive position.

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