Director of Sales and Service Responsibilities:KPI’s/ ResponsibilityIncrease and drive conversion of clients to achieve monthly sales goalsGuide team to deliver on a great customer experience through NPS scoresCultivate a professional and fun team environment that rewards top performers promotes growth and attracts talentIdentify opportunities to enhance efficiency and maintain industry best service levelsReport KPI’s to ensure customer satisfaction goals are achievedCreate and maintain data driven workforce management systems that optimize resource utilizationEstablish best practices and quality assurance audits to ensure exceptional customer experienceBuild and continuously improve new hire training and employee development programs Carrying out needs assessments, performance reviews, and setting sales goalsEnsuring all relevant communications, records and data are updated and recorded.Liaising with supervisors, and others to resolve issues.Ensuring appropriate handling the most complex customer complaints or inquiries.Organizing staffing, including shift patterns and the number of staff required to meet demand.Develop and keep current SOP’s, scripts and outbound email messaging working in tandem with marketing and operations. RequirementsBachelor’s degree5-7 years customer service experience and/or inside sales management preferredContact center start-up and management experienceExperience with phone, email and chat channelsWorking knowledge of CRM workforce management, schedule optimization and telecom IVR systemsExceptional leadership, interpersonal and analytical skillsStrong written and oral communication skillsMicrosoft Excel proficient Start-up experience is preferredFashion experience preferred
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