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