Call Center Manager – Customer Service

CALL CENTER MANAGER – Customer Service________________________________________________________________
LOCATION
Hillsboro, ORTHE COMPANY
Netflix (NASDAQ: NFLX) is the world's largest online DVD movie rental service, offering well over four million members access to more than 60,000 titles. Our appeal and success are built on providing the most expansive selection of DVDs; an easy way to choose movies; and fast, free delivery.
Netflix has been ranked the #1 rated website for customer satisfaction for two consecutive years, according to a survey by ForeSee Results and FGI Research in the spring of 2005 and winter of 2006. In the fall of 2005, Fast Company magazine named Netflix the winner of its annual Customers First Award.
For more information on the company please visit www.netflix.comTHE POSITION
Netflix is looking for a highly motivated, dynamic Call Center Manager to work in an inbound environment. This person will lead a team of Supervisors and Customer Service Representatives to provide a superior customer service experience as we grow to support over 20M subscribers. The successful candidate will be customer centric, have exceptional interpersonal and analytical skills, have a proven ability to multi-task in a fast-paced environment and be able to motivate the team. Must be able to analyze and interpret and act upon call center metrics, demonstrate a commitment to quality, and develop subordinates. In addition, the position will be able to recognize and communicate opportunities for improvements and will work closely with other key members of the Call Center Management team.The following detailed responsibilities reflect the need to meet the customer service demands of this rapidly growing company:Supports and demonstrates commitment to quality principles
Manages from the “front lines”
Motivates others by leading and influencing in a team environment
Hires, trains, develops and terminates employment
Drives the development of superior customer service and high performance
Conducts weekly and monthly meetings to communicate individual goals and team objectives
Manages the implementation of technical and process improvement strategies to maximize performance
Interacts with Senior Management in support of routing and call handling initiatives
Interacts daily with other Managers, and Call Center Director
Manages Real time and historical reporting of metrics to leadership teamParticipate in special projects and performs additional duties as required
QUALIFICATIONSMinmum of 5 years experience as a Call Center or Customer Service ManagerBA/BS Degree strongly preferredPrevious experience being sole decision maker for customer service call centerStrong management and development skills as it relates to direct reports and their staffStrong project management skills, able to implement and manage projects across multiple functional areas
Extensive knowledge of call center performance metrics, both real time and historicalWorking knowledge of Erlang calculations, factoring seasonality, and data trending
Excellent technical skills, understands and has used call center technologies including CMS and Workforce Management applicationsAble to integrate rapidly with an existing team and changing environmentExcellent follow-up skills, able to meet aggressive deadlines
Strong oral/written communications and analytical skills
Intermediate level skills in MS Office with strong emphasis in MS ExcelMust be decisive, results orientedCreative thinker and solutions-orientedCommitment and perseverance in a fast-paced, data-driven environmenCHARACTERISTICS OF SUCCESS AT NETFLIXStrong customer orientation, both internally and externallyStrategic thinking both technically and about the business as a whole.Ability to execute successfully on business strategySelf motivated / self starter
Desire to work in a fast- paced, evolving, and dynamic environment
Love of challenges and the sense of pride it brings to solve themAbility to work well in a cross functional environment
REQUIREMENTS
See above job description for qualifications.