The Director of Customer Care will have a proven track record of leading successful teams and have implemented plans, programs and processes focused on customer satisfaction. This leadership role will be responsible for the strategic planning and operational execution required to continue the success of The Black Tux’s customer experience. And above all, we’re looking for someone who loves helping people and believes, like we do, that amazing customer service is the key to the success of our business.
Develop, grow, manage and mentor the Customer Care team to ensure the highest quality customer interactions
Cultivate a professional and fun team environment that rewards top performers, promotes growth and attract talent
Develop strategic and operational plans for the contact center, managing execution and measuring results
Identify opportunities to enhance efficiency and maintain industry best service levels
Define KPIs and reports to ensure customer satisfaction goals are achieved
Create and maintain data driven workforce management systems that optimize resource utilization
Establish best practices and quality assurance audits to ensure exceptional customer experience
Build and continuously improve new hire training and employee development programs
Requirements
Bachelor’s degree
5-7 years customer service experience with proven e-commerce success
Contact center start-up and management experience
Experience with phone, email and chat channels
Working knowledge of CRM, workforce management, schedule optimization and telecom systems
Exceptional leadership, interpersonal and analytical skills
Strong mentoring, coaching and written and oral communication skills
Potential for travel in 2016
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