Meridian Enterprises Corporation
  • 24-Aug-2017 to 29-Sep-2017 (CST)
  • Customer Service
  • Washington, MO, USA
  • Full Time

Comprehensive benefit package to include medical, dental, vision, 401k, STD/LTD, vacation & sick time


Job Description

The Vice President of the Meridian Contact Center is responsible for the operations and management of an "always open" Center. The Contact Center specializes in dispatching break down support for commercial vehicle roadside assistance as well as supporting Fortune 500 clients and their incentives and loyalty programs.  This position is responsible for providing leadership and management of all areas of the contact center including but not limited to customer satisfaction; enhancing the customer experience; managing the Contact Center financial budget and forecast; and leading the Center's service, workforce management, IT, human resources, facilities, training and operations teams. This position is also responsible for insuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced.

 Job Responsibilities 

  • Lead and direct an "always open" Contact Center with full autonomy and ability to make decisions consistent with operations plans and budgets.
  • Provide significant individual initiative and ability to lead a team with minimal direct supervision and maintain all company and client mandated Service Level Agreements (SLAs) procedures and policies.
  • Filter trends and key information back to clients, through a marketing style, that sparks additional business opportunities
  • If required, participate in overall facilities planning process specific to site expansion, consolidation, moves, etc.
  • Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.
  • Utilize data, analysis and metrics to drive continual process improvement and efficiency
  • Understand and represent Center telephony and technology products and services to deliver tools that enable Center productivity and success
  • Work cross functionally with other teams including Sales, Accounting, Business Planning, Technology and Human Resources.

Basic Qualifications

  • Bachelor's degree or equivalent experience required
  • Proven success in Contact Center management - proficiency in utilizing technology (workforce productivity software); minimum five years
  • Experience with fleet roadside assistance especially commercial tire manufacturers and distributors; minimum three years
  • Strong customer focus and proven customer advocacy
  • Knowledge of key elements that comprise the end-to-end customer experience
  • Excellent communication skills - written, verbal and interpersonal communication skills across all levels of the organization
  • Experience in analyzing data, creating and managing contact center financial budgets, developing strategies/processes and implementing applications required
  • Ability to make decisions and solve problems while working under pressure
  • Mature judgment and individual initiative
  • Ability to lead and motivate others
  • Proven track record of developing staff and maintaining a high standard of employee relations
  • Ability to use personal computer and software
  • Knowledge of broadband products and services

 

Work Authorization

No calls or agencies please. Meridian will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Meridian is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regards to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

Meridian Enterprises Corporation
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