|
Call Center Directory
> Jobs/Careers
>
Director, Customer Operations
Director, Customer Operations (2006-04-11)
Call Center Company:
ShoreTel
Description:
ShoreTel is looking for individuals who are qualified for the position of Director, Customer Operations.
Successfuly applicants for Director, Customer Operations will have a great career in ShoreTel.
The position reports to the Vice President of Global Support Services and serves as a member of that leadership team. This is a hands-on position. The successful candidate will have direct involvement in the development and management of their Customer Operations organization. This includes providing technical leadership to the company?s technical staff, interfacing with Engineering on customer impacting enhancements, development and execution of ShoreTel's implementation services including network assessments, system installations and MAC. Implementation services will be delivered through ShoreTel resources and/or partner resources and networks.
The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support and operations tools, best practices and methodologies to deliver unsurpassed service and support.
Duties and Responsibilities:
As a member of the Global Support Services leadership team this person has responsibility for the following:
· Leading efforts to develop overall Customer Operations strategies, objectives and metrics. With a focus on developing self help tools, knowledgebase and technical support portals. This role will have a sharp focus on web enabled tools, call deflection and implementation services.
· Drive the highest levels of performance from each team member through coaching, training and metrics.
· Ensuring integration strategies with corporate functions such as IT, sales, marketing and product development.
To apply, email your resume to hr@shoretel.com
|
