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| Job title: |
Manager |
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| Company: |
AMCOR LIMITED |
| Category: |
Administrative Clerical |
| Job description: |
| he primary responsibility of the Director of Operations is to build, refine, and manage enterprise-wide operational processes that result in an award winning customer experience balanced with high levels of staff productivity. Additionally, the Director of Operations will have frequent pro-active contact with customers to increase customer satisfaction, extend the business relationship, and further improve the operational processes. |
| Skills: |
Working with Vice President of Customer Acquisition & Experience, implement and manage a customer experience that commences at purchase consideration and extends through post termination.
Manage key customer touch points.
Direct and set priorities for call center performance and improvement
Oversee telephone numbers portability activities
Ensure optimal efficiency and quality of voice studio services
Serve as an escalation point for customer and vendor issues
Set strategic direction and assist with process implementation and improvement for operational departments including call center, customer support, network operations, human resource and sales operations
Align customer support, network operations and other operational departments to attain highest level of customer service metrics
Continuously survey customers to gauge level of satisfaction and improve processes and integrate results to performance management system
Establish and manage processes and policies for new employee on-boarding and on-going monitoring of employee satisfaction
Build and manage real time business intelligence to monitor key business metrics and indicators that drive business decisions and the performance management system
Oversee customer service and network operations comprised of 2 managers who oversee teams of over 10 staff
Oversee definition and implementation of leading process automation software |
| Employment type: |
Full Time/Permanent |
| Salary: |
120000 USD |
| Degree: |
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| Experience: |
2 |
| Location: |
USA |
| Post Date: |
06/02/2008 |
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