Director, Customer Service Fitness

Customer Service Fort Worth, Texas


Description

American Specialty Health, Inc. is seeking a Director, Customer Service Fitness to join our Customer Service Fitness department. This position will provide operational oversight and direction for the Customer Service Fitness (CSF) team. This position is responsible for managing the performance standards and established goals of the CSF Benefit programs and related personnel.  

You are invited to learn more about American Specialty Health’s events on our events page.

Responsibilities

·        Provides full leadership and oversight for the customer service operations. Ensures quality and productivity achieves/exceeds Company standards.

·        Plans and directs workflow.

·        Ensures effective and timely communication across multiple sites and roles.

·        Identifies and implements operational improvements to reduce costs.

·        Sets, monitors and manages performance against goals and objectives for the operation and staff.

·        Maintains a current staffing model for workload and staffing projections.

·        Hires/Recruits new staff members.

·        Provides Role clarification and guidance.

·        Communicates expectations and holds staff accountable.

·        Evaluates performance, counsels and trains.

·        Manages performance of self, team members and department.

·        Partners with Human Resources/Employee Relations to develop, coach, support, and provide disciplinary action for department personnel.

·        Identifies and implements operational improvements to reduce costs.

·        Connects daily work activities to higher level organizational goals.

·        Develops and documents action plans, roadmaps and other department initiatives.

·        Oversees the day-to-day operations of the department.

·        Provides input to developing organization goals, strategies, budgets, and other long and short term planning matters.

·        Represents the department in key process team and system issues meeting and subgroups.

·        Assists in the development of procedural and software systems that allows the center to operate more effectively and efficiently.

Qualifications

·        Bachelor’s degree or equivalent experience. If equivalent experience, high school diploma required.

·        Minimum 5 years progressive experience in customer service, operations, training, or call center of which at least 3 years have been in a supervisory capacity.

·        Proficient in process improvement, operational effectiveness and performance management.

·        Experience with workload and staffing forecast models.

·        Experience developing strong Training and Quality programs.

·        Experience developing and managing productivity and quality performance programs.

·        Effective leadership skills-demonstrated ability to hire, develop, and retain talent.

·        Excellent organizational and project management skills.

·        Proficient in workload and staffing forecast modeling.

·        Proficient with development, implementation and management of performance goals including productivity and quality for all levels.

·        Effectively communicate to all levels within the organization.

·        Ability to delegate effectively, make and meet commitments.

·        Ability to demonstrate and teach both hard and soft skills.

Core Competencies

·        Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.

·        Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.

·        Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.

·        Ability to effectively organize, prioritize, multi-task and manage time.

·        Demonstrated accuracy and productivity in a changing environment with constant interruptions.

·        Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.

·        Ability to exercise strict confidentiality in all matters.

Mobility

Primarily sedentary, able to sit for long periods of time. 

Physical Requirements

Ability to speak, see and hear other personnel and/or objects.  Ability to communicate both in verbal and written form. Ability to travel within the facility. Capable of using a telephone and computer keyboard.  Ability to lift up to 10 lbs. 

Environmental Conditions

Usual office setting.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.   

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.