Job Description
We are looking for a highly motivated and strategic Contact Center Director to join our team. This leader will work with Care Center teams and collaborate with cross functional leaders to improve the customer experience and boost employee performance by enhancing and managing the digital interactions and knowledge sharing portals and ensuring the learning & development and quality assurance programs are aligned to provide exceptional service via all contact center supported channels.
Develop strategies that drive performance and customer adoption of SMS, web bots and expanded self service options.Proactively research market trends, emerging technologies and opportunities relevant to the Public Storage business and customer base.
Work with our operational leaders and cross-functional teams to identify business processes and information that can be incorporated into digital channels and learning and development.
Develop a robust strategy roadmap for knowledge management that builds upon industry best practices and leverages tooling and process advancements.
Optimize our Contact Center agent knowledge base portal and lead the expansion of our customer facing web portal.
Support bot and CRM integration upgrades necessary to drive seamless and personalized customer experiences across channels.
Collaborate with IT to integrate bots and knowledge portals into systems, databases, and applications, including coordinate on business requirements and UAT.
Provide leadership and guidance to the Care Center Training Program, including content and communication strategy and management of training systems.
Establish the quality standards governing customer interactions, designed to ensure that the customer experience is consistent across all customer touch points, within our internal group as well as throughout our outsourced partner network.
Analyze agent and customer feedback and machine learning data to improve customer interactions through all channels, with emphasis on bot performance.
Ensure that bots and portals are monitored to detect anomalies and work with IT and vendor to resolve.
Support bot and CRM integration upgrades necessary to drive seamless and personalized customer experiences across channels.