Customer Assistance Center Director - Sharp Electronics Corporation - Memphis

Job description
Under the direction of the Senior Vice President and Group GM, SSG, the Director, CAC, is responsible for directing all activities related to Sharp’s Customer Assistance Center. This includes pre and post sale assistance for end users and for providing support on products/systems with the objective of achieving a high degree of customer satisfaction. The Director, CAC, is responsible for establishing, implementing and maintaining customer service standards, and managing outsource partners effectively, to ensure that customers receive the best service and support possible. Also advises and assists the Senior Vice President on SSG policies/programs related to end user service, support programs and goals.

Desired Skills and Experience

Bachelor's degree and five or more years of management experience in computerized, high volume call center end user support operations.
Membership/active participation in industry-wide service organizations/operations, or experienced relationships with these organizations
Approximately up to 25% travel, domestic and near shore locations
Strong quantitative and analytical skills, as well as project management skills necessary, especially as it relates to evaluating outsource partner performance

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