Senior Director Customer Care, Contact Center- Chat at arenaflex

Are you ready to embark on an exciting journey that combines your passion for delivering exceptional customer experiences with your expertise in digital contact center operations? Look no further! arenaflex, a leader in the fast-paced world of connectivity, is seeking a seasoned Senior Director to join our team and drive excellence in customer care.

About arenaflex

arenaflex is a company that understands the power of connectivity. We believe that connectivity is not just a luxury, but a necessity that empowers lives, fuels businesses, and drives innovation. Our commitment to providing reliable, high-speed connectivity solutions has made us a leader in the industry, and we're proud to be a part of every community we serve. Our success is built on our amazing products, our commitment to our people, and the connections we make every day.

Our Culture

At arenaflex, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. We empower our employees to take responsibility and solve problems proactively, fostering a culture of trust and collaboration. We believe in open and honest communication, and we're committed to creating an environment that's innovative, positive, and inclusive. Our pillars define us as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

Job Summary

We're seeking a seasoned Senior Director to lead our digital contact center operations, focusing on delivering exceptional customer support and care through chat and social channels. As a key member of our team, you'll be responsible for driving performance, identifying opportunities for improvement, and leveraging best practices to optimize operations. If you're a strategic thinker with a passion for customer care, we want to hear from you!

Responsibilities

As a Senior Director of Customer Care, Contact Center- Chat at arenaflex, you'll be responsible for:

• Day-to-day leadership responsibilities, including directing and steering dynamic teams to enhance customer satisfaction
• Overseeing the performance of operational chat and social KPIs, taking immediate actions to improve
• Designing robust customer care processes, procedures, policies, and standards to achieve high-level customer experience in chat and social media
• Presenting performance evolution to Senior leadership, identifying drivers and improvement opportunities
• Identifying upselling and cross-selling opportunities and implementing needed changes to generate revenue within the digital care process
• Collaborating with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels
• Contributing to planning and deploying new tools, ensuring best possible outcomes from both quality and efficiency standpoints
• Analyzing customer contact drivers, identifying specific improvement opportunities, and working on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction, and customer loyalty
• Identifying training needs and ensuring timely fulfillment, measuring training efficiency, and sharing improvement opportunities
• Partnering with WFM team on requirements and short/long range planning
• Working closely with the Vice President, Care Operations to define strategies, outline requirements, plan implementations, and measure the results of the care digital channels operations and delivering on KPIs

Qualifications

To be successful in this role, you'll need:

• A B.S. or B.A. degree, with a Master's degree preferred
• 10+ years of leadership experience with digital channel management experience at a leadership level
• Experience managing large-scale call centers or customer care agents
• Strong understanding of BPOs (Business Process Outsourcing)
• Experience in the telecommunication industry, preferred
• Strong written, verbal, and communication skills, as well as strong presentation skills
• Ability to work under pressure and meet challenging deadlines without compromising quality
• Must be data-driven and results-oriented
• Ability to travel up to 10% of the time

What We Offer

At arenaflex, we're committed to providing a competitive compensation package, including:

• Pay is competitive and based on a number of job-related factors, including skills and experience
• The starting pay rate/range at time of hire for this position in New York is $161,186.00 - $230,265.00 / year
• For other locations, please inquire with your recruiter
• The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunities

Why Join arenaflex?

At arenaflex, we're more than just a company – we're a community of innovators, thinkers, and problem-solvers. We're committed to creating a workplace that's inclusive, diverse, and empowering. If you're passionate about delivering exceptional customer experiences and driving excellence in digital contact center operations, we want to hear from you!

How to Apply

If you're ready to embark on an exciting journey with arenaflex, please submit your application today! We can't wait to hear from you. Apply to this job Apply To this Job

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

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