Athenahealth Technology - Director - Client Services

The Team :

• Our Chennai based Customer Care team supports customers by addressing issues across our suite of products via multiple channels available to them (including but not limited to call, case, and chat).
• This includes singular inbound / outbound interactions as well as multi-case engagements.
• This role will report directly to the Executive Director of Client Services.

Job Responsibilities :

• Support direct reports to manage day-to-day operations and performance of the team.
• Support Customer Care organization in achieving shared goals.
• Drive CI / Process Improvement programs that reduce intake volume and drive proactive reporting / self-service in partnership with Director of Processes and Projects.
• Partner with Director of Omnichannels to deploy appropriate self-service programs and enhancements and track volume and reason-codes.

Typical Qualifications :

• 10+ years of experience in customer issue resolution.
• 2-5 years in managing in Omnichannel environment (voice, chat, web).
• Deep understanding of contact center technologies and Workforce Management.
• Salesforce experience preferred.

(ref : iimjobs.com)