| Company profile |
| Human Capital Consultants provides recruitment process outsourcing, recruitment process improvement, and contract and project recruiting services to top tier firms across the United States. Our mission is to be the one-stop human capital solutions provider of choice for America's top corporations. For more information on our firm visit our web site www.humancapitalconsultants.com |
| Job details | |
| Job industry : | ITES/BPO/Operations/Customer Service/Telecalling |
| Job segment : | Cust. Service - Technical |
| Job role : | Other |
| Job skill : | Customer Service Call Center |
| Position vacant : | Director, Retention Operations, National Customer Service |
| Job location : | Philadelphia, Pennsylvania |
| Job details | |
| Company name : | Human Capital Consultants |
| Minimum experience : | 5 years |
| Maximum experience : | 15 years |
| Job type : | Permanent |
| Gross pay : | Negotiable for the right candidate |
| Job posted : | Nov 21, 2006 |
| Job view count : | 471 |
| Job description | |
| Job description: | Director, Retention Operations, National Customer Service
This Director will be primarily responsible for developing and implementing programs and tools to support the national customer retention strategy. The manager will proactively assess current retention programs, identify best practices, make recommendations, and help implement tactics across 80+ call centers. This position will also be responsible for leading the development and launch of retention tracking and reporting tools to reside within two current billing systems. This manager will be part of the National Customer Service Sales and Retention Operations Team, and may also be called upon to participate in and support other team objectives. |
| Job duties: | This position requires the ability to balance competing priorities in a fast-paced and changing environment. The candidate must be skillful at relationship building and possess strong interpersonal skills, tact, and diplomacy.
Excellent written and verbal communication skills are essential to interface effectively with team members, senior management, vendors, and employees at all levels. |
| Req. candidate profile : | Major Duties
Manage development and implementation of Retention Tracking Tools in two billing systems. Define and gain consensus on national metrics for retention. Ensure metrics are incorporated into ongoing reports. Analyze and use reports to make recommendations regarding retention programs and strategies. Work with internal organizations to develop retention strategies and best practices. Collect best practices through site visits and regular communication with call centers. Work with divisions and call center leaders to recommend and implement best practices. Track implementation and collect feedback on results/impacts. Assess current compensation programs for retention agents and make recommendations regarding the most effective commission structures. Work with internal organizations to develop retention training programs. Manage development of desk-top tool that provides competitive information to Customer Account Executives. Worth with call centers, Marketing, and vendors to develop, trial, and implement improvements to the tool to improve it’s effectiveness and usage. Track tool usage through regular reporting. Support new product and feature launches as needed, especially from a customer retention perspective. This may involve writing call flow recommendations and other process documents. Perform other related duties as assigned. Minimum Requirements Bachelor’s degree or the recognized equivalent in work experience. Industry experience a plus. Marketing and/or Customer Service experience. Familiarity with processes in a customer service environment, including call centers and technical/operations/field support. Experience managing cross-functional project teams, and multiple high-level projects simultaneously in a dynamic and fast paced environment. Highly motivated self-starter. Strong interpersonal and analytical skills. Familiarity with billing systems and database management tools a plus. Excellent written and verbal communication skills. Ability to travel up to 25% of the time. Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer. |
| How to apply : | Register to view |
| Third party mediation allowed : | No |
| Telecommute : | No |
