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Director of Customer Engagement

Company: Hearing Lab Technology, LLC
Location: Fort Worth
Posted on: February 22, 2021

Job Description:

Job Purpose: --The Director of Customer Engagement is responsible for the strategic planning and execution of all Contact Center operations. Duties include planning and implementing Contact Center strategies, operations; business reporting, customer insights, segmentation and profiling and customer journey planning and orchestration in promoting the Lucid brand. Summary of Essential Job Duties:

  • Development profitable marketing strategy for customer outreach and extending consumer base, developing sales pitch, for customer interactions - outbound sales and inbound support calls.
  • Development business strategy with respect to proceeding of business engagements, plan execution and personnel management for optimum target utilization
  • Oversee the Technical Support Staff to ensure all issues are handled quickly and effectively and pass escalated issues on to Information Technology, Engineering and Product Development
  • Provides technical support for the development, design and systems integration for hearing aid software from the initial phase through implementation
  • Provide technical support and problem resolution via phone and or email
  • Conducts training with Technical and Hearing Instrument Specialists via video conference, conference calls, to update staff on new products and services
  • Applies knowledge of hearing aid industry from manufacturing and retail to improve service for Hearing Instrument Specialists and Clients/Customers
  • Creates sales and technical training material for Technical and Hearing Instrument Specialists Team Members
  • Creates and executes development plans and revises as appropriate to meet changing needs and requirements of the business
  • Implementation and oversight of companywide Email and Text Campaigns
  • Implementation and oversight of Chat Initiatives to drive business and support of Customers/Members/Associates
  • Works closely with Sales, Talent Management, Operations, and Manufacturing on training and system updates
  • Easily recognizes systems deficiencies and implements with effective solutions with System Engineers
  • Keeps Information Technology, Engineering, Product Development and Operations updated on critical technical opportunities that may impact Hearing Aid Centers in retail locations
  • Contribute to the achievement of new product/software launch objectives by providing product/technical support to new and existing staff
  • Evaluates staff performance and addresses performance issues
  • Assume responsibility of budgeting and tracking of expenses
  • Collect and analyze call center statistics (sales rates, costs, customer metrics, etc.)
  • ACB, IVR - Call recording understanding call CTR Systems
  • Subject matter expert with Avaya and/or Cisco phone systems
  • Facilitates team and client meetings effectively
  • Holds regular status meetings with Software and Product Development Team
  • Keeps Customer and Technical Support team well informed of changes within the organization and general corporate news
  • Provides weekly and monthly reporting of Technical Support Center
  • Additional duties as assigned Skills/Qualifications:--
    • Demonstrating excellent oral, verbal, written, and presentation skills for effective communication between business organization
    • Strong and effective leadership to drive team efficiencies
    • Must have at least 5 years Call Center Management experience
    • Strong project management skills in oversight of being a resource for deployment initiatives
    • Ability to get more out of Team Members and others by inspiring them to give their best
    • Effective communication both oral and written
    • Strong attention to detail and time management skills
    • Ability to problem solve complex issues in a timely and effective manner
    • Ability to work in a team environment cross divisionally
    • Ability to work autonomously to get a task done
    • Problem solver that looks outside of the box to take care of the end user -while staying compliant with HLT policies and procedures
    • Strong initiative skills in getting the job done
    • Friendly, outgoing personality with the ability to work well with people
    • Experience working with PC hardware and software including general computer and Internet knowledge
    • Expert knowledge with Microsoft Office and Enghouse Contact Center systems Education, Certificates, Licenses, Registrations:
      • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is preferred
      • Licensed Hearing Instrument Specialist preferred Additional Information We are an Equal Employment Opportunity Employer.

Keywords: Hearing Lab Technology, LLC, Fort Worth , Director of Customer Engagement, Executive , Fort Worth, Texas

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