Director, Contact Center Operations
Position Summary Description:
This position requires the individual to manager the relationship with the Hughes Telemtics strategic contact center partners. Provide technical and management support to the outsourced call center personnel for Telematics services and products. This position requires the individual to interact with Hughes Telematics IT and Marketing organizations as well as OEM Partners in the diagnosis, resolution and/or escalation of issues concerning the operation and support of HTI services and products. The selected candidate must be capable of handling escalations from the call center(s) on a 7X24X365 basis. The person selected for this position must have solid diagnostics skills as well as outstanding customer care and interpersonal skills. Additionally, this individual must possess excellent process analysis skills and superior project management talent to coordinate roll out efforts as products and services are changed and enhanced.
Key Responsibilities:
·BUSINESS ANALYSIS:
Use process models, internal existing documentation, and user acceptance test scripts to validate Call Center documentation that will be part of the training curriculum for the various sales call centers and agent skills
·CALL CENTER OPERATIONAL EXPERIENCE:
Experience in call center operational management. Familiarity with Call Center operations specifically pertaining to the in-bound and out-bound sales centers and the launch of new products within call centers.
·OPERATIONAL DOCUMENTATION:
Experienced in preparing reporting documentation on the performance of call center. Produces clear and concise documentation. Retrieves, organizes, analyzes and synthesizes complex subject matter and validates operational readiness through the use of this documentation.
·TESTING:
Work with users to validate training materials are integrated with system design and functionality.
·Other duties as assigned or requested
Basic Qualifications
·B.S. or B.A or equivalent experience required
·5-7 years of experience in call center operational management Familiarity with Call Center operations specifically Sales centers and/or the launch of new products within call centers
·Excellent open and proactive written and oral communication skills
·Ability to work in team-oriented environment.
·Ability to work in matrix managed environment
·Knowledge of Microsoft applications to include Project, Excel, Word and VISIO (i.e. Process documentation tool)
·Proven analytical skills
·Strong customer service orientation with Sales experience.
·Knowledge of business process development and improvement
·Ability to Travel
Ability to support Call Center Operations on-call 7 X 24
Physical Requirements:
While performing the essential functions of this job, the employee is frequently required to sit; hear or talk: use close vision; use hands to grasp, handle or feel objects; and type and manipulate controls. Employee is occasionally required to use distance vision, stand, kneel or crouch and lift up to 10 lbs.
Hughes Telematics, Inc. is an Affirmative Action, Equal Opportunity Employer, M/F/D/V
You may apply for this position by visiting the career section of our website at: or
Using the following URL: org=HUGHES&cws=1&rid=478
