Overview

Position Overview:

We are one of the world’s fastest-growing fitness equipment manufacturers, looking for an experienced Director of Customer Technical Support to lead our customer contact center. Under the direction of the Vice President of Customer Experience, the Director of Customer Technical Support will lead the teams responsible for delivering outstanding customer technical support for home and commercial customers as well as sales support for our direct sales organization. This includes providing the direction to receive inquiries, providing diagnostic support, dispatching service technicians, and resolving issues.

The successful candidate will work with senior leadership to create a strategic plan that will creatively and effectively address the need to deliver industry-leading customer support; he or she will then manage the team responsible for executing that plan. This is a supervisory position.

Responsibilities:

Direct all elements of JHTNA’s Customer Technical Support Call Center

• Create departmental annual plan to achieve stated key performance indicators and team performance metrics, considering projected sales volume, call center best practices, customer service level agreements, onboarding timelines and team efficiency

• Recommend optimal team structures to support needs of multiple business units

• Research and implement tools to streamline the delivery of industry-leading customer support

• Identify and implement corrective action when teams fail to meet stated KPI achievement goals

• Provide direction and support to departmental staff

• Set and oversee all departmental budgets, including staffing and incentive budgets

• Track and analyze team and individual rep effectiveness; adjust programs as needed

• Ensure departmental messaging (team scripts, recorded messages, etc.) meet brand standards and contribute to delivering outstanding experiences

• Work collaboratively with other departments to meet company goals

• Represent team on recurring cross functional meetings with departments as needed

• Represent our brands by forming strong relationships with business leaders and key customers

• Benchmark best practices and implement continuous improvement initiatives

Oversee daily department functions

• Ensure proper processes are enforced for all necessary activities, including return authorization, diagnostic activity, comprehensive case creation, service tech dispatches, goodwill cases, etc.

• Manage service liaison supervisor and network of third-party service technicians

Metrics/weekly reporting

• Analyze departmental data daily/weekly/monthly and make program adjustments as needed

• Provide departmental metrics and status reports to business leaders

• Monitor call and case types to suggest proactive communications to streamline contacts

• Use data-driven insights to suggest team and departmental improvement opportunities

Team management and development

• Oversee all elements of hiring, performance management, coaching and mentoring of team of supervisors, leads, agents and other support personnel to achieve stated goals

• Manage and support CTS Team Supervisors, CTS Team Trainer, Product Safety Coordinator, Installation Support Specialist and Escalation Coordinator roles

• Work with CTS Team Trainer to create appropriate training curriculum to meet needs of department; ensure training metrics and ongoing quality assurance targets are met

• Work with leadership and team supervisors to establish baseline performance expectations for agents; manage promotion opportunities and career advancement

• Create, maintain, and enforce departmental policies

• Manage program to assess quality of customer support experience and reps

• Promote and maintain a strong team culture that drives morale and results

Other

• Work with other departments to analyze case reports and create support material that can be proactively shared to help minimize contacts for common issues

• All other projects as assigned

Qualifications:

Education:

• College degree in business, management or related field required

• MBA or advanced degree preferred

Experience:

• A minimum of 7 years’ experience in roles of progressing responsibility in call center leadership with a minimum of 3 years in a senior management role

• Demonstrated experience in creating and executing customer service strategic plans

• Demonstrated experience in daily call center management

• Proven experience in team leadership, coaching and management

• Experience in call centers that serve both B2B and B2C customers preferred

Other Requirements:

• Proficient with Microsoft Office suite, CRM, and SAP

• Ability to learn proprietary software and teach others how to use (Online Remedy)

• Excellent written and verbal communication skills

• A sense of urgency and commitment to continuous improvement

• Up to 15% domestic travel and occasional international travel (1 trip per year) possible

Skills:

The successful candidate should possess the following skills/attributes:

• Exceptional communication skills, both on paper and in person

• Excellent organizational skills with demonstrated experience in project management and budget adherence

• Strong sense of initiative and urgency, demonstrated by accomplishing tasks on schedule; improving current work processes; and assisting others when necessary

• Ability to analyze data and mine actionable insights

• Flexibility and willingness to work in situations of flux and in a fast-paced environment

• Resilience, positivity, and professionalism when dealing with situations of adversity

• Strong computer skills in all Microsoft Office programs, including PowerPoint

• Unwavering attention to detail and commitment to world-class quality

• Familiarity with changing technical and service-delivery trends and best practices

• Personal commitment to continuous improvement

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include:

• Health & Dental Insurance

• Company paid Life Insurance

• 401(k)

• Paid Time Off benefits

• Free access to our state-of-the-art onsite workout facility

• Product discounts

• Wellness programs

EOE/M/W/Vet/Disability

PI

Tracking 4153

To Apply: https://www.jobg8.com/ATSApply.aspx?a8kf%2bMYAJomvEuoAqKPLYAq