Senior Director, Contact Center, Quality and Compliance
Location: New York, New York
Description: Fareportal Inc. is hiring Senior Director, Contact Center, Quality and Compliance right now, this occupation will be delegated in New York. Detailed specification about this occupation opportunity please give attention to these descriptions. We are currently seeking a Senior Director of Customer Service, Quality, and Compliance to head up our US Contact Centers ! and collaborate with our India Contact Center to implement multiple processes and trainings to improve our customer service scores. To accomplish this, the ideal candidate will have to collaborate with all of our Operations Teams in (NYC, LV, Canada, India, and UK), Training Staff, Technology and Product Development Departments, IT/Telephony Team, Legal Counsel, HR, and Finance. Job Description and Responsibilities: Create a clearly defined processes, schedules and reporting manual for all call and chat monitoring activities on all levels (trainer, team leaders, managers, directors) Identify and integrate chat monitoring tools Manage BBB, DOT, Attorney General and other equivalent subject matters Build, train and manage SODs (Supervisor on Duty) and Escalations teams Evaluate, Enhance, and Create a 3rd call process for escalating cases Create compliance policies and processes while continuously training employees Create and implement compliance score ratings Create a proces! s with detailed feedback for the retraining of agents for all ! locations Maintain and enforce current levels with all governmental and industry compliance issues for all locations (currently US, Canada, UK) Work closely with technology for process automation and improvements on websites and in the contact center to reduce errors and mistakes Create C-Sat scores for post call surveys, voice of customer surveys (goals= 85%+) Create and continuously enhance training manuals Convert call monitoring feedback into process enhancements and online features to improve CS levels, company compliance, First Call Resolution (FCR), Warm Transfers and others Conduct Root Cause Analysis (RCA) for BBB, Attorney General, DOT, Blogs, etc. Closely collaborate with Technology and Operations for the completion of the Operations Booking Engine (OBE) project and implementation Hire and train Agents, Trainers, and Team Leaders in all locations Desired Skills " Experience 5-10 years of experience in large international contact center operation Previous and prov! en Off-shore contact center management Extensive knowledge and experience in the Travel industry Knowledge of travel sales, fulfillment, operations, GDS, exchanges, ticketing, refunds, waivers, etc.
Contact Center work flow processes Previous track record of creating and enforcing effective policies, processes, and work flows for Contact Center Working knowledge of Contact Center technologies (CISCO, Verint, IVR, Chat tools, etc.) Prior implementation of Best Practices and Training for Sales and Customer Service Compliance Driven management style, experience in a PCI compliant environment is required Excellent communication skills written and verbal Prior experience with reporting and reporting tools for an International Contact Center
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This occupation starts available on: Tue, 21 May 2013 15:01:17 GMT
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