Director of Customer Contact
Job Description:
Partner with TELviista Operations (OPS) Manager to ensure daily staff responsibilities are met. Will help to maintain and monitor daily dashboard benchmarks. Will also work with the TELviista Control Manager and teams to setup refresher training on new or updated products and process. The Director of Customer Contact will also work to facilitate the vendor on-boarding process. Will also be responsible for staff administration in the OPS Manager’s absence. Essential Functions: Architect and implement an enterprise management model; inventory/audit, deployment, maintenance, to improve efficiency, cost reduction and compliance throughout the organization. Provide leadership and management of out-sourced vendor to achieve operational objectives, customer satisfaction, and exceptional service quality driving efficiency and reductions in overall costs. Design processes that promote consistency and enhanced quality of service. Provide service level and performance metrics reports on a monthly or as needed basis. Analyzing reports for trends, and continuous improvement. Provide leadership in vendor relationship, resolving and escalating problems, as well as providing vendor performance feedback as necessary. Assist in preparing, tracking, and adherence to budgets. Maintain excellent customer and vendor relationships. Leadership in suggesting and developing solutions to improve business processes and productivity. Perform a variety of other assignments associated with Sales on an as needed basis, including project management. Maintain a positive attitude, demonstrating a daily willingness to learn new programs, functions, and/or skills necessary to ensure smooth running of the company and its facilities. Other administrative tasks as required.
Location: Santa Barbara
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