Director of Service Center Operations

4 weeks ago

Houston, United States Empyrean Benefit Solutions Full time

DescriptionThe 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 DevelopmentDraft, implement, and oversee policies and procedures to ensure a high-quality customer service experienceDevelop service levels and requirements for the department, and ensure the organization meets those requirementsLead strategic initiatives to boost the performance of customer service representatives, setting clear KPIs and developing reward programs for high achieversDesign processes to achieve the goals and objectives of the Service Center departmentIdentify service delivery gaps and implement corrective measuresPerformance and Quality ManagementSet performance & quality metrics for customer service representatives to follow and ensure the teams meet the established expectationsOversee customer relations performance metrics and report findings to senior managementConduct regular analysis of customer service trends to inform strategic planning and operational adjustmentsEnsure adherence to company and departmental policies and proceduresFeedback and Continuous ImprovementCreate and manage methods for collecting, assessing, and analyzing customer feedbackCollaborate with the marketing team to share success stories and positive customer feedback that can be utilized in promotional materialsIdentify training needs and coordinate with Learning & Development for both new hires and existing staffServe as the Operations Lead for the integration of AI technology within the Service Center, optimizing processes, enhancing customer service capabilities, and driving innovationBudget, Resource Management and RetentionManage the department's budget, including contributions to its creationAssist in establishing staffing standardsRecommend technology, equipment, and policy updates to improve customer service and retentionWithin 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 ratesInterdepartmental CoordinationServe 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 standardsREQUIRED SKILLS AND ABILITIES Excellent verbal and written communication skillsStrong interpersonal and customer service skillsOutstanding organizational skills and attention to detailProficient analytical and problem-solving abilitiesEffective supervisory and leadership skillsProficiency in Microsoft Office Suite or related softwareKNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTSBachelors degree required.5+ years of related experience required, with prior management experience highly preferred.OTHER REQUIREMENTSTravel as needed for Client Visits, Sales Meetings, Conferences, or Corporate Events#LI-Remote, #LI-RS1

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