Director, Contact Center Operations

Choice Logistics, Inc. is the premier, global service partner for mission critical logistics. With approximately 400 strategic stocking locations (SSLs) across more than 80 countries worldwide, Choice provides customized, same/next-day forward and reverse logistics solutions, with an integrated approach to strategic inventory management.  Supporting the service divisions of leading high tech companies with two to four hour parts requirements, Choice understands the challenges and opportunities offered by stringent client requirements.

Choice Logistics is seeking an experienced professional to join our team in the role of Director, Contact Center Operations.

The Director, Contact Center Operations is responsible for the staffing level and overall staff performance of all GLC staff to ensure all functions are managed to the highest level of performance.

Key Responsibilities:

• Ensure all current operating procedures are strictly adhered to by internal staff


• Review and modify existing processes, tools and measurements to enhance employee effectiveness and efficiency


• Review of client order processing issues for escalation and resolution with clients


• Work directly with clients and the Account Services department to establish and maintain process requirements

Qualifications:

• Bachelor’s degree or equivalent required


• Minimum 5 years Contact Center Management and Customer Service experience


• Experience with multiple media types of client order entry to include phone, email and EDI/XML transmissions


• Minimum 5 years of management experience required


• Strong analytical, project and problem solving skills


• Proven ability to implement best practices


• Excellent written and verbal communication skills


• Strong leadership and motivational skills


• Strong knowledge of MS Office


• Working knowledge of the logistics/transportation industries