Director of Chat Operations 

Job Description:

Our Client is searching for a qualified individual with experience working in a global organization to run their new click-to-chat operation system. Someone who is qualified would have to have experience with chat operations, click-to-chat, chat calls and live chat. They will be using Reporting Metrics/Analytics to make sound business decisions and identify system and applications impacts to fulfillment operations.  They must provide visitors with immediate assistance while being able to explain all of the product options available and answer support related questions all while the customer is searching through the site. 

Job Duties:

• Partnering with external vendors to manage inbound call handling and performance.
• Establishes and maintains inbound call guidelines and standard operating procedures.
• Partners with other program leads to provide specific insights to Quality performance for Inbound Calls, C2C or Email response programs.
• Hosts daily operation calls monitoring performance and to provide program oversight.
• Leverages data to analyze data and identify trends and patterns to recognize improvement opportunities.
• Partners with vendors in addressing customer 'escalation' correspondence and phone communication with customers for compliance with Standard Operating Procedures by agents.
• Manages the program to the extraordinary customer rules to ensure premier care for self-service customers.
• Acts as the company’s POC for Click-to-Chat scripts, methods and procedures.
• Driving small & large teams to solutions on production and project issues, including teams of internal business customers and external vendors
• Leading  process improvement and sustainment of operations Methods and Procedures

Requirements:

• MUST have worked in a global organization
• Needs to have done domestic and international business

Compensation:

• Up to $200,000 (based on existing)
• 25% bonus
• Stock options

Please send resumes to careers@directhr.com

Direct Sales Recruiting, LLC, (DSR) a National Recruitment organization is partnering with Media Clients to bring qualified candidates a career and a future. DSR offers over 30 yrs combined Directory and Recruiting experience. Our clients and Direct Sales Recruiting, LLC are an Equal Opportunity Employer and are committed to hiring and supporting a diverse workforce. A M/F/D/V