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Director of Service Operations
1 month ago
The Director of Service Operations will oversee the day-to-day activities of business operations in a call center environment to ensure efficient and effective performance management.
ESSENTIAL RESPONSIBILITIES
- Management oversight of work product for Service Operations, including Contract Processing, Cancellations, Claims Payment and the Implementation Specialist
- Ensure timely and accurate delivery of ID Cards and Dealer Invoices to customers
- Ability to step in as an additional resource for the team when required
- Resolve escalated claims payable, contract and dealer agreement problems as needed
- Ensures all reporting to business partners are delivered timely and accurately
- Reviews and analyzes metric and telephony reports to identify and address trends at the team and individual level
- Recommends strategies to correct adverse trends
- Manages team staffing including ensuring appropriateness of staffing levels, hiring and training of new hires, and creating/implementing and monitoring of performance plans for direct reports
- Reviews and analyzes workflows for opportunities and makes appropriate recommendations
- Anticipates and meets all customer needs (internal and external)
- Completes monthly/quarterly quality and compliance audits
- Through the QA process, monitors and evaluates Business Processors to ensure quality, workflow/regulatory compliance and best-in-class service expectations are being met
- Report and /or approve all time off requests for direct reports including vacation, sick and personal days
- Complete development plans for subordinates to address opportunities, leverage strengths and/or career aspirations
- Hold 1:1 performance discussion and craft year-end reviews
- Participate in applicable technology and other projects and initiatives as requested
- Embrace and support all our core values and a CI environment
- Other duties and responsibilities as assigned
WORK EXPERIENCE AND SKILLS
- Bachelor’s Degree preferred
- 3-5 years of experience with a Vehicle Service Contract Company (preferred) or in a similar service industry working in a high-volume transactional business type of role
- 2-3 years of management experience
- Working experience supervising 5-15 team members
- Strong leadership skills and ability to coach and develop people
- Excellent verbal and written communication skills are necessary
- Must have the ability to develop and maintain strong relationships with peers, business partners and both internal and external customers
- Demonstrated proficiency with computer software including Microsoft Office, Microsoft Outlook, and all internal claims processing systems
- Working knowledge of CRM systems and/or PCRS preferred
- Must maintain a high level of accuracy and provide follow-through on projects
- Requires the ability to maintain confidential information and work independently and as a member of a team
PHYSICAL REQUIREMENTS
- Prolonged periods of standing, sitting, walking, bending, and working on a computer
- Must be able to occasionally lift and/or move up to 25 pounds
- Vision abilities required for this position include close, distant, color, and peripheral with the ability to adjust focus. Noise level in the work environment is usually moderate