Customer Support Site Leader

Created on 04-06-2018

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Description

We’re looking for an experienced leader with the demonstrated ability to maximize results via an effective and engaged workforce. The ideal candidate will effectively communicate expectations, provide timely feedback and implement an operations plan that aligns with our strategic direction. We need a leader who communicates effectively and has a proven track record of achieving outstanding results by collaborating with others.

Responsibilities include, but are not limited to:

Senior site leader of a growing multi-channel Customer Support organization

Consistent achievement of Key Performance Indicators, including but not limited to: Net Promoter Score, Customer Satisfaction, Case Handling Times, and Inbound service levels

Lead and provide developmental opportunities for a team of Customer Support Managers while ensuring adherence to policies and procedures

Collaborate with colleagues across multiple sites to consistently deliver exceptional customer experiences

Provide thought leadership and direction for Customer Support Team

Recruit and develop an exemplary workforce capable of delivering outstanding results

Embrace Houzz culture, achieve high employee engagement/satisfaction scores

Identification and implementation of initiatives designed to increase productivity and enhance service quality

Requirements:

10 years of management experience including responsibility for multiple teams in a multi-channel environment

Bachelor degree, or 10 years of related experience

Five years of experience in a support or customer service environment (contact center preferred)

Expertise with multi-channel contact center tools/systems

Benefit

TGIF lunches

Cake and bir...

Possibility ...

Access to ou...

Gym membersh...