Senior Director Customer Care, Contact Center - Chat at arenaflex

Are you ready to take your career to the next level and join a dynamic team that's shaping the future of connectivity? Look no further! arenaflex is a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team. As a Senior Director Customer Care, Contact Center - Chat, you'll be at the forefront of delivering exceptional customer experiences and driving business growth through innovative digital care solutions.

About arenaflex

arenaflex is a company that's passionate about empowering lives, fueling businesses, and driving innovation through reliable, high-speed connectivity solutions. We're committed to our people and the connections we make in every community. Our success is built on our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. These pillars not only shape our culture but define arenaflex as a place of excellence, trustworthiness, and thriving community.

Job Summary

We're seeking an experienced leader who's an expert in digital contact center operations and has a proven track record of delivering exceptional customer care and driving business growth through digital channels. As a Senior Director Customer Care, Contact Center - Chat, you'll be responsible for leading a dynamic team to provide excellent customer support and care KPI attainment on chat and social channels. You'll also be responsible for conducting contact drivers and performance assessments to identify opportunities to improve performance, increase revenue, and optimize operations.

Responsibilities

As a Senior Director Customer Care, Contact Center - Chat, your key responsibilities will include:

• Day-to-day leadership responsibilities, including enhancing customer satisfaction by directing and steering dynamic teams effectively
• Overseeing the performance of operational chat and social KPIs and taking immediate actions to improve
• Designing robust customer care processes, procedures, policies, and standards to achieve high-level customer experience in chat and social media
• Presenting performance evolution to Senior leadership, identifying drivers and improvement opportunities
• Identifying upselling and cross-selling opportunities and implementing needed changes to generate revenue within the digital care process
• Identifying the tools and technologies required for chat and social care channels
• Collaborating with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels
• Contributing to planning and deploying new tools, ensuring best possible outcomes from both quality and efficiency standpoints
• Analyzing customer contact drivers, identifying specific improvement opportunities, and working on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction, and customer loyalty
• Identifying training needs and ensuring timely fulfillment, measuring training efficiency, and sharing improvement opportunities
• Partnering with WFM team on requirements and short/long-range planning
• Working closely with the Vice President, Care Operations to define strategies, outline requirements, plan implementations, and measure the results of the care digital channels operations and delivering on KPIs

Qualifications

To be successful in this role, you'll need:

• A B.S. or B.A. degree required; Master's degree preferred
• 10+ years of leadership experience with digital channel management experience at a leadership level
• Experience managing large-scale call centers or customer care agents
• Strong understanding of BPOs (Business Process Outsourcing)
• Experience in the telecommunication industry preferred
• Strong written, verbal, and communication skills, as well as strong presentation skills
• Ability to work under pressure and meet challenging deadlines without compromising quality
• Must be data-driven and results-oriented
• Ability to travel up to 10% of the time

What We Offer

As a Senior Director Customer Care, Contact Center - Chat at arenaflex, you'll enjoy a competitive compensation package, including:

• Pay is competitive and based on a number of job-related factors, including skills and experience
• The starting pay rate/range at time of hire for this position in New York is $161,186.00 - $230,265.00 / year
• For other locations, please inquire with your recruiter
• The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunities

Work Environment and Company Culture

arenaflex is committed to creating a work environment that's inclusive, diverse, and supportive. We believe in empowering our employees to take ownership of their work, upholding transparency in all our interactions, creating a community that's collaborative and innovative, and demonstrating expertise through continuous learning and engagement with our customers. Our company culture is built on our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise.

How to Apply

If you're a motivated and results-driven leader who's passionate about delivering exceptional customer experiences and driving business growth through innovative digital care solutions, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by contacting your recruiter. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer committed to recruiting, hiring, and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Fraud Warning

Applicants for employment with arenaflex will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Nearest Major Market

The nearest major market for this position is Brooklyn, with the nearest secondary market being New York City. Apply Job! Apply for this job