Via is hiring an exceptional Site Director to drive the strategic vision, design, planning and execution of a high performance contact center operation. As the Site Director of Via’s first Member Services Contact Center, you won’t be working from an expansion playbook – you’ll be writing it. The Site Director role requires a combination of intelligence, creativity, and leadership that few possess. This is an opportunity for a truly outstanding individual to lead our innovative, technology powered real-time support, unique to the ride-sharing industry. You’ll need to be an exceptional motivator, an extremely organized planner, and have an unrelenting desire to continuously improve performance.
Responsibilities and Duties
Implementing and monitoring core contact center processes, procedures, and performance metrics with an eye always on the prize of delivering the best possible experience for our customers
Manage workforce planning, recruiting, coaching, and training. This is a chance to build your very own team from the ground up
Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Liaise closely with Via senior management to drive consistent improvement to product and operations
Experienced customer service manager, with at least 8-10 years of experience running an omnichannel contact center operation
An independent self-starter, you thrive in fast-paced environments and feel comfortable with a very high level of responsibility
A savvy and tactful communicator: you intuitively find the right tone in every situation
A desire to foster a culture deeply committed to providing a world class customer service experience
A detail-oriented executor: you’re obsessively action-oriented
An experienced and exceptional leader: people love working with you and for you and you have extensive experience leading support teams
A no-nonsense thinker, you have sound business sense and make data-driven decisions
Via offers above market compensation packages and benefits, including equity, health insurance, and relocation assistance.