Asst. Director Guest Services - Military veterans preferred

Position Summary:

The Assistant Director of the Customer Call Center will play a pivotal role in ensuring the delivery of exceptional customer service and operational excellence. Reporting to the Director of the Call Center, this position will be responsible for overseeing the day-to-day operations with a strong focus on quality, service, training, morale, and process improvement. The ideal candidate will be a dynamic leader with a passion for people, a talent for process optimization, and a deep understanding of customer service best practices. This role requires a mid-shift schedule and one weekend day per week.

Key Responsibilities:

• Quality & Service Excellence:
  • Monitor, develop, and analyze call center performance metrics, including quality assurance, customer satisfaction, and first-call resolution.
  • Develop and implement strategies to continuously improve service quality and customer experience.
  • Conduct regular quality assurance audits and provide constructive feedback to agents.
  • Handle escalated customer issues and serve as a point of contact for complex service problems.
• Training & Development:
  • Collaborate with the training department to design and deliver comprehensive onboarding and ongoing training programs for new and existing agents.
  • Identify training needs and develop specialized training modules to address skill gaps, product knowledge, and process changes.
  • Mentor and coach team leaders and agents to foster professional growth and career development.
  • Understanding, Utilize and oversee the implementation of emerging contact center technologies, such as AI chatbots, virtual agents, and AI-powered analytics. This includes using these tools for self-service, real-time agent assistance, and data analysis to optimize workflows, boost agent productivity, and enhance customer satisfaction.

• Employee Morale & Engagement:
  • Create a positive, supportive, and motivating work environment that promotes high morale and team cohesion.
  • Organize team-building activities, recognition programs, and incentives to reward high performance.
  • Conduct regular one-on-one meetings with team members to discuss performance, goals, and well-being.
  • Address employee concerns and conflicts in a fair and timely manner.
• Order Input & Processes:
  • Oversee the accuracy and efficiency of customer order input and processing.
  • Analyze and optimize call center workflows and processes to improve efficiency and reduce errors.
  • Collaborate with other departments (e.g., operations, finance, IT) to streamline cross-functional processes related to customer orders.
  • Utilize and maintain a deep understanding of order management.
• Management & Leadership:
  • Act as a key leader within the call center management team, providing strategic input and support to the Director.
  • Directly manage and lead a team of supervisors and/or team leaders.
  • Assist in setting departmental goals, budgets, and performance targets.
  • Analyze data and prepare reports on call center performance to inform strategic decisions.

Qualifications:

• Proven experience in a leadership role within a customer call center or similar high-volume customer service environment.
• Strong background in quality assurance, process improvement, and performance management.
• Demonstrated ability to train, coach, and motivate a large team of customer service professionals.
• Excellent communication, interpersonal, and problem-solving skills.
• Helpful for Culinary Knowledge: A background or strong interest in the culinary industry is highly beneficial. Experience with food service, restaurant operations, or culinary products is a significant plus.
• Management & 365: Proficiency with Microsoft 365 suite (Teams, SharePoint, Excel, Word, etc.) and experience with workforce management tools.
• Flexibility to work a mid-shift and one weekend day per week.
• Bachelor's degree in Business Administration, Communications, or a related field preferred.

Disclaimer:

Disclaimer:

This position description highlights a general description of duties and responsibilities. Employee(s) may be assigned other duties, in addition to or in lieu of those described herein, and any duties are subject to change at any time, according to the needs of the location or Company.

Air Culinaire Worldwide, LLC. does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations.