Senior Director Customer Care, Contact Center - Chat at arenaflex

Are you ready to embark on an exciting journey that will take your career to new heights? Do you have a passion for delivering exceptional customer experiences and driving business growth? Look no further! arenaflex is seeking a highly skilled and experienced Senior Director Customer Care, Contact Center - Chat to join our team.

About arenaflex

arenaflex is a leader in the fast-paced world of connectivity, empowering lives, fueling businesses, and driving innovation through our reliable, high-speed connectivity solutions. We're committed to providing an exceptional customer experience, and we're looking for talented professionals like you to help us achieve this goal. Our company culture is built on four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. We believe in empowering our employees to take responsibility, communicate openly and honestly, foster a collaborative environment, and continuously learn and grow.

Job Summary

We're seeking a seasoned leader with expertise in digital contact center operations to join our team as a Senior Director Customer Care, Contact Center - Chat. As a key member of our leadership team, you will be responsible for providing exceptional customer support and care on chat and social channels, while driving business growth and optimizing operations. You will lead a dynamic team, design robust customer care processes, and collaborate with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels.

Responsibilities

As a Senior Director Customer Care, Contact Center - Chat at arenaflex, you will be responsible for:

• 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 will need:

• A B.S. or B.A. degree required; Master's degree preferred
• 10+ years 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

At arenaflex, we offer 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.

Why Join arenaflex?

* We're a leader in the fast-paced world of connectivity, empowering lives, fueling businesses, and driving innovation.

• Our company culture is built on four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise.
• We believe in empowering our employees to take responsibility, communicate openly and honestly, foster a collaborative environment, and continuously learn and grow.
• We offer a competitive compensation package and opportunities for career growth and development.

How to Apply

If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply Job!

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. Apply for this job