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Director, Call Center Automation

Kforce Technology Lake Forest Full-Time
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Kforce has a client in search of a Director, Call Center Automation in San Diego, California (CA). Essential Functions:
  • Provide leadership by planning, evaluating and continuously improving all aspects of the department
  • Serve as a mentor and role model to a team of 60-70 colleagues across 2 primary sites in Mid-west and CA
  • Work closely with the commercial team, business units and other supply chain functions to champion the customer experience and customer communication strategy
  • Set performance standards to meet service goals of company
  • Drive team performance against KPIs, SLAs, and communication quality standards to provide best-in-class customer service in a timely, effective manner
  • Develop system to collect continuous feedback from customers to identify areas of improvement for customer experience
  • Formulate and promote customer success strategy, direction, and initiatives, including customer segmentation, use of innovative technology, etc.; Act as the ultimate point of escalation for Customer accounts and customer issues
  • Develops and implements customer service standards, policies, and procedures designed to meet and support the company's service goals and initiatives
  • Partners with the management team to align department policies and systems with the company's strategic and commercial objectives
  • Provides feedback to the company regarding service failures or customer concerns
  • Measures Customer Service Representatives' performance and makes employment decisions
  • Provides feedback to Supply Chain team to ensure all customers have accurate and timely information on order status and/or changes
  • Coordinate and manage all supply chain operations communication to sales field and customers as needed
  • Other projects and duties as they arise


  • Bachelor's degree from an accredited college or university; MBA preferred
  • Minimum of 5 years of experience in a CX-focused managerial role
  • Previous experience with ERP and customer-facing technology tools (e.g., e-commerce, Service Cloud)
  • Ability to work in a fast-paced, demanding environment and bring a serious amount of passion to the client's mission and team development
  • Excellent verbal and written communication skills
  • Detail oriented, extremely organized, and metrics-focused with demonstrated ability to help teams meet and exceed performance objectives
  • Exceptional leadership, management, hiring and training skills with demonstrated ability to manage large teams
  • Ability to delegate and manage multiple priorities in a faced-paced environment
  • Proficient in Excel, Word and Outlook
  • Qualified candidates must be presently authorized to work in the United States on a full-time basis; This company does not sponsor or transfer H1-visa individuals
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Skills required

Human Resources
Problem Solving
Training And Development
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Job ID: ITWQG1823122


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Kforce is a professional staffing and solutions firm specializing in the technology areas of functional and business management, systems applications development, enterprise data management and infrastructure. Kforce has been matching job seekers and employers since 1962. We are committed to “Great People = Great Results” and offer exciting job opportunities across the United States. Kforce continues to look for experienced technology professionals to join our team of great people!

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