Funciones del Puesto

Purpose:_ To provide leadership and management of a Center of Excellence team of customer care representatives dedicated to providing the highest level of support to customers, in order to ensure complete customer satisfaction and thus a continuing relationship with Jostens. Provides help and assist in all the activities related to the department

1. Plan and implement call center strategies and operations
• Determine operational strategies by conducting needs assessments, performance
reviews, capacity planning, and cost/benefit analyses
• Identify and evaluate state-of-the-art call center technologies
• Define user requirements
• Establish technical specifications and production, productivity quality and customer service standards
• Contribute information and analysis to organizational strategic plans and reviews

2. Improve call center systems and operations
• Provide direction on call center systems by developing customer interaction and
voice response systems, user interfaces and dashboard, and user acceptance
test plans
• Drive performance results by managing process improvements, team quality, and
productivity standards and metrics. Monitor, evaluate and analyze metrics,
including quality assurance evaluations, metrics reports and dashboards for the
center and each team, relating to productivity and profitability to ensure operating
requirements and corporate objectives are met. Direct all actions necessary to
achieve service level and performance goals.
3. Efficiently manage call center operations
• Meet financial objectives by estimating requirements, preparing an annual budget,
scheduling expenditures, analyzing variances and taking corrective action as
needed
• Support and enable rapid business growth,
• Prepare performance reports by collecting, analyzing and summarizing data and
trends
• Review and analyze business data to identify trends and recommend solutions to
improve performance of the customer operations team
• Manage center processes and procedures to drive operational excellence for all
touch points in the customer experience including customer inquiries, problem
resolution, securing price increases, selling new accounts, and retaining existing
accounts for all lines of business

4. Manage staff to enhance the customer experience
• Proactively forecast and develop the staffing plan based on business needs
utilizing historical business volume trends, promotional activities and customer
use patterns
• Define expectations for service teams regarding service level goals, individual and
team performance goals, quality assurance targets and productivity levels. Lead
and motivate the team to meet those goals
• Recruit, select, orient, train, assign, coach, counsel and discipline employees
• Administer scheduling systems
• Communicate job expectations
• Plan, monitor, appraise and review job contributions
• Plan and review compensation actions
• Enforce policies and procedures

Maintain currency
• Track emerging trends in call center operations management
• Attend educational workshops
• Review professional publications
• Establish personal networks
• Benchmark state-of-the-art practices
• Participate in relevant professional organization

Supervision of others:
• Participate in decisions related to the selection, promotion, transfer, pay and discipline of assigned personnel.
• Clearly communicate job duties and responsibilities to enable individuals to proceed with certainty in the performance of their positions.
• Monitor the work performance of assigned personnel on a continual basis; conduct effective performance reviews; take corrective action whenever necessary and, where necessary, work with HR Generalists to establish performance improvement plans.
• Support the development of assigned personnel’s skills and abilities, and demonstrate by personal example the desired standards of conduct (Jostens values) and work performance.
• Identify and resolve skill gaps and succession issues.
• Administer Company policies with regard to discipline, absenteeism, etc., in a fair and equitable manner, and fully document all incidents and actions taken.
• Involve assigned HR Generalist on compliance issues such as pay equity, equal opportunity in hiring and promotions, and proper procedures for hiring, terminations, lay-offs, etc.

Requisitos del Puesto

• Relevant degree (Business, Engineering, etc.) or equivalent combination of education and experience
• Master’s degree in international business

Experiencia Deseada

• 3+ years as Manager in a Call Center
• At least ten (10) years’ management experience in a high-volume, technically advanced 24/7/365 inbound customer care call center
• Experience with inside sales/outbound telemarketing

Habilidades Deseadas

• A demonstrated and proven commitment to Customer Focus and Customer Service
• Demonstrated high level people skills, verbal communication, and coordination
• Demonstrated Change Management skills and experience
• Demonstrated prior success in process improvement, process management, problem solving, creating and fostering a team environment, and people management
• Knowledge and understanding of the role and impact of Social Media in the Customer Care environment
• Ability to develop, support and retain a high-performing team
• Demonstrated Project management and organization skills
• Ability to work individually or with groups to achieve individual, team and company goals
• Demonstrated ability to improve processes leading to improved customer and/or team member experience
• Deep understanding of Call Center efficiency levers (e.g. Service Level, Occupancy)
• Demonstrated decision-making skills
• Business acumen
Preferred:
• Specific prior experience with organizational transformation from a reactive “servicing” to a proactive “selling” focus
• Working level or higher knowledge of MS Project