- Determines inbound / outbound call center operations strategies, production, quality and customer service standards

- Evaluates procedures, policies, strategies and systems with the goals of improving ease of use and maximizing customer satisfaction

- Sets Customer Service Center priorities and leads the achievement of specific
objectives and goals

- Leverage CRM to help track and monitor customer issues, identifies patterns/root causes and recommends solutions.

- Define the Customer Success function and develop a cross-functional plan that increases customer loyalty, commitment, and excitement

- Processes for which accountable: * Customer, Tax and Pricing Master Data, Contract Management, and Billling.

- Gain a detailed understanding of our clients business and be able to use benchmarks best practices to identify opportunities for improvements customer experience and the overall cost to serve.

- Able to effectively communicate and translate results to Executive team in appropriate business terms

- Feasibility Analyses: Identify operational, financial and customer experience impacts related to potential new initiatives.

- Review collection reports and evaluate effectiveness of current collection policies and procedures.

- Audit delinquent accounts considered to be uncollectable; ensure maximum efforts have been taken before assigning bad credit status to account.

- Review and approve adjustments to accounts & monitor percentages of aged accounts

Requirements

- Utilizing analytical skills with the ability to translate complex problems into simple and actionable tasks.

- Ability to manage and motivate a team.

- Excellent research skills

- Min Degrees and Certifications: Bachelor's Degree Required, Six Sigma certification preferred

- Professionals with at least 15 years exp in handling high volume and net value complex processes accompanied by large size team.

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