What are the responsibilities and job description for the Senior Director of Service Excellence position at Potpourri Group?
We are seeking a Senior Manager of Contact Center Operations to join our team at our Fulfillment Center in Massachusetts. As a member of our operations team, you will be responsible for managing the day-to-day operations of a segment of our organization, ensuring compliance with established policies and procedures.
You will interpret and implement procedures, ensure employee conformance to established practices, and provide proper training. This role requires strong leadership skills, excellent organizational abilities, and the ability to manage multiple projects and priorities.
Key Responsibilities:
- Manage the Contact Center department to ensure efficiency and profitability
- Direct the operating activities of multiple area centers, including overseas partners
- Exhibit leadership skills and facilitate effective communication
- Ensure all employees within the department work towards a common goal
- Manage day-to-day business operations within budgetary constraints
- Develop short- and long-term plans for the organization
- Ensure the organization's goals and objectives are defined, communicated, and achieved
Requirements:
- Strong understanding of contact center systems and prior experience managing onsite contact centers and third-party outsourcing vendors
- Must be passionate about providing superior customer service
- Strong understanding of technology and reporting
- Demonstrated ability in planning and organizing, strategic thinking, coaching, and supervision
- Excellent organizational skills with the ability to manage multiple projects and priorities
- Demonstrated ability to recruit, train, motivate, and retain personnel
- Strong analytic and reasoning abilities
- Well-developed interpersonal skills
What We Offer:
- Full benefits package including medical, dental, vision, and 401(k) with company match
- Paid vacation time, sick time, and holiday pay
- Company-paid life insurance and disability insurance
- Employee discounts, Hays Perks Program, Employee Assistance Program, and Good RX
