Senior Director of Customer Service
Momentum Resource Solutions
New York, NY
Senior Director of Customer Service
Momentum Resource Solutions
New York, NY
- $165,000 to $175,000 Yearly
- Medical , Dental , Life Insurance , Retirement
- Full-Time
Job Description
Senior Director of Customer Service
Hybrid Schedule
The Senior Director of Customer Service will have a broad set of responsibilities that will encompass the following:
- Manage and direct all aspects of call center operations in a manner that builds a strong workplace culture that maximizes both staff and customer satisfaction while meeting budgetary goals.
- Review existing call center policies and procedures and changes to ensure alignment with customer requirements and best-in-class standards.
- Establish and maintain performance metrics to include call efficiency, low abandonment rate, staffingmutilization, acceptable turnover, financial performance, and reporting.
- Identify and implement best tracking tools and methodologies to capture metrics. Oversee the identification, selection, and implementation of a new CRM.
- Develop and distribute dashboard reports including scorecards, metrics, data, and analytical reporting.
- Oversee the hiring, training, and supervision of call center employees.
Address
Momentum Resource Solutions
50 Water Street
New York, NY
USA
Industry
Business
Website
Posted date
Over a month ago
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