The Director - Contact Center is responsible for excellently serving the participant experience in event, incentive, employee experience, and consumer solution programs for both existing and new clients.
The leader is responsible for the daily operations of team members providing customer service to all participant audience types ensuring their needs are met based upon the program rules in which they are eligible to be rewarded.
The Director will continue to support ITA Group’s culture and philosophy of client centricity offering relevant types of participant customer service support including but not limited to web site, phone, email, and chat capabilities.
Leading ITA Group’s customer service philosophy and support considerations, the Director will continuously seek ways to provide exceptional customer service the way participants want to be served.
The Director will partner with all business units and solution line champions to implement and execute on ITA Group’s enterprise and strategic priorities for participant experience support for both domestic and global offerings at the point of program launch through refinement during and post operation.
Bachelor’s degree in Business Administration or Liberal Arts and / or 7+ years progressive managerial experience operating a call center.
Proven ability to demonstrate effective leadership skills; ability to assess team members’ strengths / skills and training needs, coordinate work priorities, and provide timely and constructive performance feedback.
Experience managing omnichannel support including voice, live chat, email, etc.
Solid business acumen with a positive, professional attitude, able to build strong, trusting relationships and earn the respect of colleagues and customers.
Experience and ability to interact with all levels of leadership.
Exceptional interpersonal skills, strong professional judgment, flexibility, resourcefulness and the ability to respond to crisis with compassion and clarity.
Strong organizational skills with an emphasis on accuracy and process improvement.
Excellent planning, leadership, critical-thanking, problem solving, analytical, communication, operational, customer service and decision-making skills with solution-oriented outcomes in mind.
Experience supporting strategic planning and implementation.
Ability to demonstrate attention to detail and successfully manage simultaneous projects with excellent time and project management skills in a fast-paced environment.
Proven track record of displaying a sense of urgency, ownership and accountability.
Ability to promote team effectiveness enabling teamwork and collaboration to be maximized.
Ability to maximize talent in the areas of recruitment, retention and embracing diversity of the team across the organization.
Knowledge of financial and accounting principles with experience in preparing and assessing financial budgets.
Ability to generate enthusiasm and dedication to support team members in order to achieve business objectives.
Ability to work overtime, on an as-needed basis, when the need to be present for supervision occurs or to meet deadlines.
Ability to listen, understand, and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred.
Ability to work the time necessary to complete projects or meet deadlines.
Ability to maintain confidentiality regarding salary and personnel issues.
Self-starter with the ability to adapt to evolving needs of a high-growth, fast-paced organization while maintaining urgency in execution.
Proven ability to establish clear responsibilities and processes for measuring results.
Strong ability to analyze existing programs for gaps and improvement opportunities then develop and implement strategies to drive clear business impact.
Strong customer orientation and passion for delivering high-quality standards.
Analytical approach to problem-solving, high degree of proactive behavior, and result orientation.
Digital and technical savviness as it relates to contact center platforms, CX tools & processes with a track record of measurable development.