CARiD.com is looking for a Director of Contact Center Operations. This candidate will provide leadership to the management and non-management teams of the centers both locally, as well as abroad; to achieve desired service levels, expense control, employee development, and knowledge management including defining departmental policies, process, and training. This person will develop and deploy standards appropriate to the business needs across all performance aspects of Contact Center Services; continually bench-marking performance against competition. The Director of Contact Center Operations will effectively translate corporate strategies into daily, timely and comprehensive tactical plans to achieve goals.
This person will lead and direct activities that will ensure ongoing evaluation of performance and continuous improvement initiatives to drive effectiveness and efficiency in the department. This person will create and implement process controls and improvements to achieve best in class service deliverables; while sharing best practices with all global Customer Service Leaders.
Working and holding our BPO’s accountable and partnering with others to achieve a desired customer experience. Primary responsibility includes the management of contact channel (voice, chat, and email) functions handled by outsource vendors for CARiD.com while ensuring an efficient and cost effective operation that offers a high level of customer experience in a 24/7 environment.