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Position Specification

TITLE:

Director of Customer Service – Direct Sales

THE COMPANY:

Our client, a medium sized Greater Boston area consumer goods company has been designing and marketing eye catching products for the home for decades. Product line extension and continued business growth requires the addition of a talented customer satisfaction executive proficient in the planning and operation of a large “best in class” inbound call center.

THE POSITION:

The person selected will establish call center objectives and measure performance metrics for call center operations to support thousands of field sales consultants. Will collaborate with the senior management team to identify and implement technology advancement projects, set sales and marketing initiatives and complete process and efficiency improvement projects. Will develop and implement personal and department objectives for team building to increase sales and to achieve company business goals and objectives. Critical to this process will be to continually monitor call center performance results against objectives. Will ensure proper training, provide performance feedback and take corrective action to resolve any customer concerns. Will strive to maintain a customer centric approach through a team-oriented call center environment which will include information gathering, focus groups, round table meetings, etc... Will drive continuous improvement measures at all levels and provide, monitor, and manage budgets and cost control programs to ensure call center success. Will interact closely with internal departments and outside vendors regarding call center technology to ensure optimum customer satisfaction.

THE CANDIDATE:

A BSBA with a minimum of 7-10 years of progressive call center experience preferably in a large, direct selling, consumer goods or inbound call center. Must be a leader knowledgeable of latest world class call center technologies. Exceptional communication skills are a must in addition to planning capabilities and the proven ability to lead and manage a diverse group of call center professionals. Knowledge of written and spoken Spanish would be a plus.

COMPENSATION:

A competitive salary is offered along with an attractive employee benefits package including relocation assistance.

CONTACT IN CONFIDENCE:

Maury N. Cyr
Cyr Associates, Inc.
177 Worcester Street, Suite 303
Wellesley Hills, MA 02481
Phone: (781) 235-5900
E-mail: mcyr@cyrassociates.com


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Contact Us

177 Worcester Street, Suite 303
Wellesley Hills, MA 02481
Phone: (781) 235-5900
E-mail: mcyr@cyrassociates.com