Charter Global ยท 3 hours ago
Director Service Center
United States
Contract
Remote
Director/Executive
8+ years exp
Maximize your interview chancesBig DataConsulting
Hiring Manager
Mohammed Ahsan Khan
Insider Connection @Charter Global
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Responsibilities
Drive service operations optimization and enhance service delivery.
Execute mission-critical projects and ensure seamless integration across technology and business functions.
Champion customer-centricity and deliver enhanced service experiences through innovative solutions and multi-year roadmaps.
Improve member experience, optimize processes, and leverage technology for operational efficiency and enhanced service strategies.
Act as a liaison between IT and Operations to implement new technologies and drive continuous improvement across all service touchpoints.
Direct analysts who provide strategic and actionable insights regarding the customer experience.
Track response time, first contact resolution, hold time, and abandonment rates.
Oversee customer metrics and identify unique customer traits, trends, and issues to better provide support and refine customer interactions.
Work closely with customer service/call center management to identify areas of improvement for the customer experience and guide customer service/call center staff on findings.
Work to improve processes and implement cost reduction strategies.
Accountable for Department budget planning and management.
Qualification
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Required
8 years experience in service center operations or Scheduling/Forecasting within a Call Center environment
3 years management experience in workforce management
Customer Service (Service Optimization, Service Operations) within the Healthcare industry is preferred
Atleast should have managed 5Million project
Setting up Roadmaps, leading workforce management in a callcenter environment
Continuous improvement of contact center - process improvement, implementation of platforms, deployment of new platforms in a large call center environment
Preferred
AI/MI/ Conversational AI is nice to have as the team is moving towards AI in the future
Company
Charter Global
Charter Global is an App Development& IT Consulting company located in Atlanta.
1001-5000 employees
H1B Sponsorship
Charter Global has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (14)
2022 (15)
2021 (15)
2020 (36)
Funding
Current Stage
Late StageLeadership Team
Bindu Vemireddy
Chief Strategy Officer (CSO)
Company data provided by crunchbase
