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Contact Center Director

Fetch Package

This is a Full-time position in Austin, TX posted December 20, 2021.

About Fetch:

Fetch is a company of people taking care of people that is changing the way that packages are delivered to apartment residents.

As a last-mile logistics company that serves the multifamily industry, Fetch is an innovative way to solve apartment community(s) package problems and creates a delivery experience worthy of excitement.

Packages are sent to our local facilities and we coordinate secure, direct-to-door delivery at the resident’s convenience.

As a venture-backed startup, we’re already operating in cities from coast to coast with exciting growth on the horizon.

Our Opportunity:

The Contact Center Director (Director of Resident Experience) is responsible for the oversight of the resident experience team and associated operations.

Reporting to the VP, Marketing, the Director’s success is measured by the organization’s ability to provide high quality customer support while meeting Service Level Agreements (SLA), improving performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.

The ideal candidate for this role would share and understand our high growth objectives as a startup.

This position requires an advanced degree of leadership, creative thinking, and dedication to people and their experiences.

The ability to professionally represent the company internally, and customer facing is a must.

The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views.

This position will require the ability to work with multiple departments to acquire operational knowledge and communicate on departmental initiatives as well as keeping an eye on the future to help position this team for the next level.

What you’ll deliver on the job:
Analyzes operations of the contact center and oversees any efficiency improvements to achieve team performance goals and key result metrics
Works with both the support manager and operations manager to set standards and guidelines for customer interactions.

Monitors the interactions to ensure that the expectations of the customers are met
Continually engages in leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities
Ensure proper staffing levels across channels and accommodating for future growth
Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends
Ensures agent training programs are successfully implemented and achieve client and internal performance standards
Manages high-level relationships with clients if needed.

Speaks comfortably on reporting, analytics, and the success we are delivering tied to service level agreements (SLAs)
Analyzes and identifies opportunities to improve the customer experience by tracking trends for opportunities to improve service levels and client results
Manages and motivates team members.

Embraces and leads a culture of inclusiveness and multicultural engagement through coaching and feedback
Reviews and provides guidelines and best practices for maintaining a competitive edge
Creates and maintains an annual budget for the department
Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking best-in-class practices; and participating in professional groups

Does your experience check these boxes?

Bachelor’s degree or equivalent experience
Minimum 6-10 years of Call Center/Contact Center experience with at least 5 years of directly managing a contact or call center with a team of at least 25 people
The successful candidate will be extremely detail oriented, and not be afraid to ‘roll-up their sleeves’ and take on day-to-day tasks, providing additional support where necessary to deliver world-class customer service
Demonstrated leadership and analytical skills including working knowledge of budgets and financials, staffing models, scheduling, and telecom opportunities
Experience in establishing a culture focused on delivering quality support through employee-centric coaching processes and mentoring for conflict resolution approaches
Strong presentation skills; can communicate effectively to a broad, diverse audience from clients to support staff
Exceptional interpersonal & communication skills
Strong supervisory experience including staff development
Proficient technical skills: Zendesk CRM experience preferred
Ability to learn new products and systems
Ability to work in a fast-paced professional environment

What we’ll deliver on:
We understand life can get hectic, for that we offer flexible work schedules with the option to work remotely
Just like we value hard work, we also value a great work-life balance with unlimited PTO
We’ve got you covered with health and dental benefits
We want to keep time on your side, so we offer a 401k plan for employees

At Fetch, we are always looking for awesome people to join our growing team.

If you think you’re the right fit for this position, apply today.

We’d love to hear from you!

Fetch is an equal opportunity employer, all applicants will be considered without discrimination on the basis of race, religion, national origin, age, sex, marital status, disabilities, gender identity or expression, sexual orientation, veteran status or any other characteristics protected by law.