Imported from previous forum
Our client is a prestigious Fortune 500, global leader in consumer and small business services. Employing more than 150,000 employees in the U.S, it is an industry leader as measured by capitalization, number of employees and overall profitability.
This is an opportunity to assume a very high-profile role leading strategic innovation for customer service technology & services for the corporation. The position reports to the top technology services executive, will lead a management team with approximately 50 subordinates and manage a total budget exceeding $20 million.
Functionally, this position leads a group that develops, designs and implements innovative systems, resources, infrastructure and capital necessary to deliver excellent services to a global client base. Currently there is a contact volume of approximately 1 million customers per day and this will continue to grow. The Technology Services and Support team will develop initiatives that will accomplish the following objectives:
„h Increase Sales
„h Improve Customer Satisfaction
„h Decrease costs
„h Increase customer contact
„h Enhance cross-selling opportunities across business lines
„h Improve Voice Guided Service
„h Enhance Call Routing Services
„h Grow Outbound Campaign Management
„h Improve Customer Service desktop solutions
„h Apply Client Behavioral Scoring to all lines of business
„h Maximize Workforce Management systems
„h Increase Claims Management Satisfaction
„h Improve Collection performance
„h Ensure high quality Inbound sales, service and support for a rapidly growing client base
The initial expectations of this role will establish a strategic plan in alignment with the goals of the various lines of business within the first 6 months. During the first year, the plan is expected to be implemented resulting in highly effective results as measured by the business units. Extended expectations following the first year will focus on growing the group in order to expand services and lines of businesses served and develop the management team in alignment with unit growth and succession planning goals.
Successful candidates for this role will possess the following attributes:
„h Significant leadership experience within a large & complex customer service, call center business
„h Success in developing and leading the implementation of effective solutions to complex business and systems challenges
„h Strong organizational impact and influence
„h Budget responsibility for at least $15 Million
„h A demonstrated history of change management success
„h Ability to work well with multiple leaders in a matrix organization
This position will be based in Charlotte, NC and offers a highly competitive salary, performance based bonus and a significant opportunity to build equity in the organization. In addition, this role has outstanding benefits and a well defined career path towards future executive-level opportunities. Please address all inquiries to david.williger@chasewinters.com