Associate Director, Customer Experience
BMI
Nashville, TNThis was removed by the employer on 3/17/2017 8:12:00 AM PST
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Full Time Job
POSITION SUMMARY: Responsible for managing and coordinating team work objectives to protect and grow revenues from our existing licensee base. Assist management in overseeing Account Representatives to ensure productivity and customer service levels are met and or exceeded. Provide day-to-day coaching and training of staff while acting as knowledge lead and resource for assigned team.
FUNCTIONS OF THE JOB
Essential Functions: Which may be representative but not all inclusive of those commonly associated with this position.
• Responsible for assisting Senior Director or Director in leading/coaching a team from Customer Relations to ensure that the respective revenue goals and service level thresholds are met.
• Responsible for new employee onboarding as well as ongoing education and coaching to train and motivate staff to manage and maintain licensee base in order to maximize revenue and provide superior service to our licensees.
• Responsible for maintaining staff skill set inventory including identifying gaps and opportunities for staff.
• Analyze and evaluate the results and effectiveness of staff and related work from departmental wide return on investment (ROI) perspective.
• Monitor staff presentations and communication techniques, product knowledge and selling/educating techniques.
• Utilize available technology to assist in the recording and archiving of telephone calls to be used in training and coaching sessions.
• Responsible for assisting in the management and administration of licensees including managing a caseload of special interest or sensitive customers as well as intervening and handling difficult customer communications.
• Develop and coordinate team meetings and training activities.
• Facilitate adherence to prescribed change management practices.
• Recognize outstanding performance including identifying team members with high potential and recommend opportunities for growth with corresponding development activities.
• Perform other duties and projects as needed.
Supervisory Responsibilities: Which may be representative but not all inclusive of those commonly associated with this position
• Directly supervises departmental employees.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Physical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with this position.
• Sitting, talking, hearing, walking.
• Concentrated mental and visual attention with normal hand-eye coordination.
• Clarity of vision at 20 inches B corrected or uncorrected.
• Generally negligible physical effort, but occasional moving of 1 to 10 lb. items.
Environmental/Atmospheric Conditions: Environmental and atmospheric conditions commonly associated with this position.
• Normal office conditions.
POSITION QUALIFICATION REQUIREMENTS
Education: Bachelor’s degree or equivalent required. Business Management major preferred.
Experience: Minimum 1-3 years contact center management experience preferred. Customer service, sales, negotiation and/or collections experience required. Contact center management experience preferred.
Skills and Abilities: Which may be representative but not all inclusive of those commonly associated with this position.
• Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards.
• Exceptional communication skills including ability to listen, write and speak effectively including presentation skills.
• Strong interpersonal skills; ability to establish good working relationships internally and externally including strong negotiation and conflict management skills.
• Exemplary planning and organizational skills, along with a high degree of detail orientation.
• Highly motivated self-starter who takes initiative with minimal supervision.
• Innovative problem-solver who can generate workable solutions and resolve issues.
• Flexible and adaptable to manage multiple priorities, assignments and tasks in high paced environment including the ability to manage and adapt to change.
• Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce.
• Contact center knowledge and best practices including customer relationship management (CRM) experience such as Salesforce; fluent with Microsoft Office Suite.