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fuse technologies: Head Of Customer Support

fuse technologies

This is a Full-time position in Las Vegas, NV posted May 9, 2022.

The Head of Customer Support & Call Center Operations is responsible for the strategic planning and execution of all customer support operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The success of this position is measured by the organization’s ability to provide high quality services improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all calls are of an inbound nature. As the Head of Customer Support & Call Center Operations,you will eagerly participate in brainstorming sessions to provide input from an experience standpoint, ensuring that our customer’s needs are a priority, and we have the most efficient technology to support our day-to-day business needs. You appreciate the value of strong internal communication with all team members, particularly department executives, project managers and our operations manager concerning scheduling and timing. This person executes the vision for the operation ensuring the service & call center meets customer and organization needs. To be successful is to continually engage in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities and the delivery of exceptional service. FUSE Focused on the Ultimate Service Experience Requirements Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients Responsible for development and administration of annual department budget to attain business goals with operational stability Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development, Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision, Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction Manage and expand client and coworker relationships Ensure compliance with regulatory guidelines and standards Knowledge, Skills, & Experience RequirementsBachelor of Science degree or higher preferred Minimum 5 years of Call Center/Contact Center management experience Effective leadership and analytical skills including staffing models, scheduling, and telecom opportunities Exceptional ability to develop and manage results-oriented recruiting and training programs, Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations, Strong negotiation, interpersonal, written and oral communications skills Occasional travel to events may be required Benefits Benefits: (waiting period may apply) Stock Option 401(k) 401(k) matching Health, Dental & Vision insurance Paid time off