Director-CTG Service Delivery

Primary Responsibilities :
Candidate will manage an operation of non exempt Call Center workforce ranging from 250"550 personnel in a Seasonal business. Locations will be both domestic and global. Will handle phone, chat, and email services for consumer and small business Turbo Tax customers.
He/she will be responsible for implementing programs which facilitate the delivery of outstanding service and for interacting with diverse departments including marketing, customer advocacy, and product development. Experience in Call Center Management strongly preferred.

Specific responsibilities include:

- Attracting and retaining a first rate management team
- Improving delivery of service through implementation of effective monitoring and process improvement programs
- Directing the development, preparation and implementation of operational and travel budgets, forecasts and seasonal plans
- Work closely with Senior Leadership to ensure we have a strategic plan in place using both our technology and our outsourcers when necessary for additional bandwidth for growth
- Lead projects off season that will help to ensure we are ready for the next season
- Work to establish performance management matrix that will drive "Ultimate" Customer Satisfaction


Qualifications :
Minimum Education/Experience Requirements:
Education:
- Bachelors Degree in Organizational Excellence, teaching, Business or equivalent

Experience:
- 8+ years customer relations experience in a large call center
- A track record managing and integrating a variety of services or product lines
- Progressively more responsible managerial roles with proven ability to working closely with other functional groups within a highly matrixes organization
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Knowledge, Skills, and Abilities:
- Leadership skills. Able to effectuate change and fuel the implementation of strategic planning over cross-functional area's
- Business acumen.
- Familiarity with Staff planning and scheduling in a dynamic 24X7 environment
- Ability to establish effective communication processes and systems
- Excellent facilitation skills
- Excellent performance management skills.
- Excellent organizational skills.
- Excellent written and oral communication skills.
- Ability to interact with a diverse staff.
- High degree of stress tolerance and commitment to team objectives