RingCentral Jobs
Director of Customer Care Operations
Description:
The Director of Customer Care Operations will be responsible for managing the offshore customer service and technical support operations for an industry-leading, global, cloud-based VOIP technology company headquartered in Silicon Valley. This person will manage and oversee the operation of several hundred highly skilled call center representatives, supervisors and other professionals to support RingCentral’s fast growth. This person will be responsible for ensuring that overall performance targets are met at the desired service level standards. He or she will be accountable for the recruitment, training and management of employees. He or she will monitor daily staffing and call volume trends, coach and develop their teams, and resolve issues on-the-fly that come up across the organization. He or she will manage relationships and alignment with other functional groups including Sales, HR, Training, Marketing, and Product Management. They will also be responsible for the planning, design and implementation of new initiatives to support future business needs.
Responsibilities:
- Manage all aspects of service delivery to provide world-class customer experiences to our clients
- Manage the P&L for the Support organization to deliver impactful top line and bottom line results
- Ensure that organization structure and staffing plans are appropriate to achieve organizational objectives
- Develop, implement & coordinate programs and operating procedures to drive effectiveness and efficiency
- Manage escalated issues and collaborate with other department leaders to expedite resolution
- Develop and achieve organizational KPI’s, metrics and management reporting
- Manage a team of managers, supervisors and agents to achieve business targets and goals
- Regularly achieve and exceed service level agreements and quality/customer satisfaction targets
- Monitor team performance to ensure that quality and training goals are supported
- Prepare and present both written and verbal communication and updates to colleagues and leadership
- Identify, recommend and support the implementation of various initiatives to improve ongoing results
- Accountable for the team’s operational efficiency and utilization
- Schedule, coordinate and facilitate ongoing Business Reviews
- Accountable for the ongoing recruiting, hiring and retention of staff at all levels
- Write & conduct performance evaluations, make employment decisions & set performance goals for the team
- Define objectives and provide rewards and recognition to individuals or teams once results are achieved
- Identify training needs of the site and leads efforts to deliver against those needs
- Communicate and enforce company policies
Qualifications and Desired Skills:
- 8-10 years of experience in the Call Center Industry or Client services directing large scale accounts
- Entrepreneurial individual who role models outstanding management and leadership characteristics
- Preferably director level experience in their current capacity.
- Manages own P&L account with demonstrated ability to improve both top and bottom line results
- Strong track record of tech support delivery within Telecommunications or Networking accounts preferred
- Demonstrated experience recruiting, hiring and retaining highly skilled and highly motivated employees
- Thorough understanding of Workforce Management fundamentals and business principles
- Ability to work independently with minimal management guidance
- Results-oriented leader who defines and manages achievement of performance objectives
- Outstanding interpersonal skills to communicate and interact with all levels of internal & external customers
- Understand the evolving support and service requirements of RingCentral’s customers
- Understands and applies best practices to help accelerate improvement opportunities
- Ability to set business expectations and proactively manage teams to deliver against those expectations
- Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
- Ability to successfully deliver multiple complex projects simultaneously
- Ability to think and influence both at the strategic and execution level
- Acts with confidence and decisiveness to solve people problems
- Excellent oral and written communication skills including listening and presentation skills
- Capable of analyzing complex situations and planning for contingencies
- Bachelors Degree Required. Advanced degree is a plus.
About RingCentral
RingCentral is a leader in cloud computing based business phone systems, with tens of thousands of business customers and top industry honors, including the PC Magazine Editor's Choice Award, the Small Business Computing Excellence in Technology Award, and the 2010 World Economic Forum Technology Pioneer Award. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi- extension business phone system with advanced voice and fax functionality, RingCentral provides small businesses with world-class business capabilities that, until recently, were available only to large corporations. Headquartered in San Mateo, California, RingCentral is privately held with backing from Sequoia Capital, Khosla Ventures, and DAG Ventures. For more information, please visit: www.ringcentral.com.
To apply:
To apply, please submit your resume and salary requirements to jobsmanila@ringcentral.com