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  Customer Care Project Director
  Company Type: Internet Ecommerce
  Location: Miami, Florida
  Compensation: Competitive - Full Benefits
  Languages: Fully bilingual English/Spanish, Portuguese a plus
  Job Code: ac/1102
  Date Posted: Completed
  • Implementing and managing multiple technical and operational systems for the Customer Care Department. The director will oversee Customer Care operations on a global scale supporting and directing regional managers.
  • Typical Decisions:
    • Vendor Selections
    • Corporate policy in relation to customer care
    • Business unit model creation
  • Four Year College Degree
  • Five years minimum in Customer Service arena, Two years in E-Commerce
  • Required Knowledge
    • Project Management and tools such as MS Project
    • Financial P&L
    • Carnegie Mellon Balanced Scorecard Methodology
    • Modern Customer Care philosophies
    • Technical Integrations
    • Advanced Customer Support Systems
  • Skills Required
    • Capacity to scope a project from implementation to launch
    • Experience in the creation of ROI presentations
    • Ability to execute analytical reports and presentations
    • Comprehensive IT knowledge: IT Project life-cycles
    • System Administration Experience
    • Work-Force Management Software (TCS, Genesys, KANA, etc.)
    • Creation of procedural documents
    • Telecommunications Equipment (ACDs and PBXs)

  Cover Letter: Please include cover letter with salary requirements when responding.

  Work Authorization: Must have legal residency.
  For consideration include resume as a Microsoft Word attachment or as text and submit to Ana Callava and reference the job title and reference number.
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Last modified November 8th, 2000