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| Company: |
Human Capital Consultants |
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| Job Title: |
Director Of Operations |
| Employment Category: |
Management/Managerial |
| Job Location: |
Needham - MA Massachusetts - USA |
| Job Reference Number: |
hcc |
| Job Description: |
Director of Operations – Please note – This is not a Customer Service Management role. This is a General Management role.
About our client
Our client was recently ranked #66 on the prestigious Inc. 500 List of Fastest Growing Private Companies. Our client provides a Virtual Phone System that helps small businesses stay connected and sound more professional.
Their employees are outstanding at what they do, and they expect nothing less from prospective candidates. They are looking for dynamic team players that set the bar high, and then surpass it. That means you must have a penchant for problem solving and an eye for detail. And it doesn't hurt to have a good sense of humor, too.
Our client takes pride in being able to provide a lively and entrepreneurial work environment that will inspire you to innovate, create, and deliver superior products and services. There's never been a better time to join our client.
Job Description
The primary responsibility of the Director of Operations is to build, refine, and manage enterprise-wide operational processes that result in an award winning customer experience balanced with high levels of staff productivity. Additionally, the Director of Operations will have frequent pro-active contact with customers to increase customer satisfaction, extend the business relationship, and further improve the operational processes
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Skills Required:: |
Required Skills
Primary Responsibilities
Working with Vice President of Customer Acquisition & Experience, implement and manage a customer experience that commences at purchase consideration and extends through post termination.
Manage key customer touch points.
Direct and set priorities for call center performance and improvement
Oversee telephone numbers portability activities
Ensure optimal efficiency and quality of voice studio services
Serve as an escalation point for customer and vendor issues
Set strategic direction and assist with process implementation and improvement for operational departments including call center, customer support, network operations, human resource and sales operations
Align customer support, network operations and other operational departments to attain highest level of customer service metrics
Continuously survey customers to gauge level of satisfaction and improve processes and integrate results to performance management system
Establish and manage processes and policies for new employee on-boarding and on-going monitoring of employee satisfaction
Build and manage real time business intelligence to monitor key business metrics and indicators that drive business decisions and the performance management system
Oversee customer service and network operations comprised of 2 managers who oversee teams of over 10 staff
Oversee definition and implementation of leading process automation software
Required Experience
College degree with an MBA preferred
4-6 years experience center as first line manager or team leader managing a small team in a leading edge customer centric organization providing reoccurring/on-going services to professional customers
Process development, refinement, and management
Working knowledge of telecommunication networks and human resource operational activities
Excellent oral and written communication skills
Entrepreneurial orientation
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Language Requirements: |
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| Employment Type: |
Full Time
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| Yearly Salary: |
Unspecified
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| Posting Date: |
Jan 31 2008 |
| Education level required: |
Bachelor
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| Experience in years: |
5 to 7 Years |
| Company: |
Human Capital Consultants |
| Contact Name: |
Human Capital Consultants |
| Contact Phone: |
800-378-0847 ext 701 |
| Preferred Method of Contact: |
No Preference |
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