Director of Service Center Operations
Description
The Director of Service Center Operations is responsible for leading the Center’s customer service operations, setting policies, objectives, and initiatives that align with the organization's goals. This role involves developing standards to minimize response times and maximize customer satisfaction, creating policies and procedures that reflect industry best practices, and implementing systems to monitor performance metrics, including customer feedback and service or product issue trends. Additionally, the Director will proactively analyze Service Center data to identify positive trends in conjunction with Client Teams that can be shared with clients to highlight service excellence and improvements. This role requires managing resources, aligning service activities with company objectives, and to contribute in setting strategic directions for the Service Center.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Strategic Planning and Policy Development
- Draft, implement, and oversee policies and procedures to ensure a high-quality customer service experience
- Develop service levels and requirements for the department, and ensure the organization meets those requirements
- Lead strategic initiatives to boost the performance of customer service representatives, setting clear KPIs and developing reward programs for high achievers
- Design processes to achieve the goals and objectives of the Service Center department
- Identify service delivery gaps and implement corrective measures
Performance and Quality Management
- Set performance & quality metrics for customer service representatives to follow and ensure the teams meet the established expectations
- Oversee customer relations performance metrics and report findings to senior management
- Conduct regular analysis of customer service trends to inform strategic planning and operational adjustments
- Ensure adherence to company and departmental policies and procedures
Feedback and Continuous Improvement
- Create and manage methods for collecting, assessing, and analyzing customer feedback
- Collaborate with the marketing team to share success stories and positive customer feedback that can be utilized in promotional materials
- Identify training needs and coordinate with Learning & Development for both new hires and existing staff
- Serve as the Operations Lead for the integration of AI technology within the Service Center, optimizing processes, enhancing customer service capabilities, and driving innovation
Budget, Resource Management and Retention
- Manage the department’s budget, including contributions to its creation
- Assist in establishing staffing standards
- Recommend technology, equipment, and policy updates to improve customer service and retention
- Within the Service Center, take charge of monitoring and managing employee turnover, while also developing and applying strategies aimed at boosting employee engagement and increasing retention rates
Interdepartmental Coordination
- Serve as a liaison between the Service Center and other company divisions.
- Participate in industry conferences and workshops to stay up-to-date on the latest customer service trends and technologies.
- Act as the primary representative for the Service Center to customers, embodying the company's values and ensuring exceptional service standards
REQUIRED SKILLS AND ABILITIES
- Excellent verbal and written communication skills
- Strong interpersonal and customer service skills
- Outstanding organizational skills and attention to detail
- Proficient analytical and problem-solving abilities
- Effective supervisory and leadership skills
- Proficiency in Microsoft Office Suite or related software
KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS
- Bachelors degree required.
- 5+ years of related experience required, with prior management experience highly preferred.
OTHER REQUIREMENTS
- Travel as needed for Client Visits, Sales Meetings, Conferences, or Corporate Events
#LI-Remote, #LI-RS1