Director of Customer Engagement Center (133-14)

Req Code: 
133-14
Category: 
Customer Service
Job Location: 
Rock Hill, SC
Job Summary: 

3D Systems is establishing a state-of-the-art Customer Engagement Center (CEC) to allow all customers and prospects to experience the best in 3D printing, gain fast access to the leading products and services and the 'feel' the passion that 3D Systems brings to this business and to theirs. The CEC will provide rapid response to all incoming customer / prospect inquiries to insure they receive answers to their questions, education on the potential solutions and are handed off to the sales channel or next step that will fulfill their requirements. 

The Customer Engagement Center Leader will define strategic direction and execute a plan for the Customer Engagement Center (CEC). The person in this role will oversee all operations related to the Call Center, working with executive management and cross functional teams to build a function that exceeds customer expectations, motivates our Brand Ambassadors, scales responsibly, and enhances the 3DS brand experience. This person will manage the day-to-day operations as well as drive best-in-class performance across all key performance indicators including but not limited to: customer satisfaction, operational efficiency, service levels, time to first contact, customer leads generated and channel handoff. The ideal candidate will have experience establishing and implementing processes and procedures for internal call center operations.

Responsibilities: 
  • Collaborate with executive management to build a best in class Call Center experience
  • Provide leadership for the Call Center team, coach, motivate and develop all CEC reports
  • Consistently monitor the call queue and ensure it is managed appropriately and achieves department service level objectives
  • Estabilish call monitoring program to assess contact flow and activity between customers and staff to ensure quality and consistent superior customer experience is being provided. Use monitoring to coach and develop staff
  • Set department goals and provide guidance to the team to successfully achieve these and their goals
  • Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives
  • Develop staffing forecasts to appropriately manage call volume. Participate in the recruitment and training of new staff
  • Responsible for driving and reporting all statistical data in addition to bringing creative ideas that will increase performance
  • Keeps a constant pulse on key metrics i.e. average speed of answer, agent availability, call time, abandon rate, schedule adherence and service level
  • Regular review of departmental processes in order to execute process improvement opportunities
  • Creates call volume projections for use by management and helps measure that against demand generation programs in place.   
  • Manage the call management system including upgrades, modifications and general trouble-shooting as well as contingency plans for phone system or IT/web issues.
Qualifications: 

Education & Training:

  • Bachelor Degree or equivalent call center experience
  • 3+ years call center & website tools management

Knowledge, Skills & Abilities:

  • Ability to manage, engage and motivate CFEC Brand Ambassadors
  • Experience with call centers, websites and CRM systems
  • Expertise in utilizing key metrics to evaluate and recommend best practices
  • Understands key metrics and thorough understanding of analysis
  • Excellent customer service and customer focus skills
  • Demonstrated organizational and project management skills
  • Ability to prioritize and re-prioritize activities, multi-task and follow tasks to completion