Director of Service Operations

1 month ago


Scranton, United States NVP Warranty Full time
Job DescriptionJob Description

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


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