United Online Inc. Work Values

Daily Duties at United Online Inc.:

Director, Technical Support Services 1. Provide strategic direction and ensure program execution in an offshore Technical Support call center organization with over 300 personnel. 2. P&L accountability for the Technical Support department of more than $2.5M in revenue, $6M in expenses and $100k in agent incentive budget. 3. Content management responsibility for the online customer support site that receives over 3.6M unique visitors annually. Oversees the Knowledgebase Management team in Woodland Hills Office. 4. Establish technical support metrics, set performance targets, develop strategies, and implement actions that drive customer satisfaction, improved operational efficiencies, increased revenues, and reduced operational costs. 5. Coordinate best practices and ensure consistent support between various support delivery mechanisms – Online, Voice, E-mail (live and automated), and IVR. 6. Provide strategic feedback and guidance on customers’ concerns to the product development, technology and marketing functions within the Company. 7. Represent the interests of customer service department on cross-functional teams; spearhead initiatives to ensure that customer feedback/complaints are translated into service, quality, product and communication improvements. 8. Collaborate with offshore call center technology team to build and maintain the pay-for-support billing application. Consistently monitor the performance of the application to minimize breakage and loss of revenues. 9. Accountable for management reporting and critical analysis of technical support performance related to service delivery, revenue collection, quality and customer satisfaction. 11. Provide oversight for CRM-Hyderabad Web Services Support Team. 12. Oversee all operational aspects of UOL Premium Support services. 13. International travel to out-sourced call center vendor locations.

What they like about United Online Inc.:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

Voice of the Customer, Customer Care Strategy, Customer Satisfaction, P&L Management, Product Support, Call Center Operations, Knowledge-base Management, Email Support, Online Support, Automated Support, Outsourcing & Offshore Management, CRM, Customer Retention, Churn Analysis, Process Management, San Jose, San Fransisco, Bay Area, Los Angeles

Skills

Sales Support, Software Implementation, Requirements Analysis & Specification, Voice of the Customer, Customer Care Strategy, Call Center Operations, Knowledge-base Management, Offshore Program Management, Outsourcing Strategist, Customer Satisfaction, Churn Analysis, Web-Analytics

These are some of the questions we asked our climbers about their experiences with United Online Inc.: