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Director - Customer Care
3 months ago
The Director - Customer Care position is responsible for the day-to-day operations of approximately 350 employees across our Call Center, Workforce Management, and Support teams located onsite at our Ankeny, IA location. As the Director of Customer Service, you will oversee the daily operations and be responsible for labor costs, client satisfaction, service levels, internal Quality Assurance, as well as other ancillary KPIs.
Position Responsibilities may include, but not limited to
Monitor productivity of representatives and generate reports
Monitor individual and team dynamics and identify both positive and negative performance trends to act and attain goals and performance targets
Determine work procedures, prepare work schedules, and expedite workflow
Study and standardize procedures to improve efficiency
Ensure training programs are in place for new hires, along with refresher training for current employees to ensure skills are kept up to date
Manage the budgetary requirements of the department, ensuring staffing is accurate and meets the demands of the department
Participate in the hiring, coaching, and termination of employees, with assistance from the Human Resources function
Effectively facilitate team meetings and be responsible for current and effective communication for all team members
Required Skills and Experience
Bachelor’s Degree or equivalent experience
Minimum of 5 years’ experience in customer service management, with at least 3 years in a supervisory role
Advanced computer skills – Microsoft Office Suite, with focus on Word, Excel, and Outlook
Excellent verbal, telephone, and written communication skills
Ability to multi-task and handle numerous assignments simultaneously
Strong leadership skills and the ability to take initiative
Excellent listening and feedback skills
Ability to work well in a team environment
Effective training and meeting skills
Professional, positive, and enthusiastic attitude
Proven performance management, coaching, and counseling skills
Strong attention to detail and analytical skills
Strong ability in making decisions regarding day-to-day issues
Experience with process improvement initiatives
Strong background in monitoring data for future forecasting
Physical Requirements
Repetitive motions that include the wrists, hands and/or fingers
Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
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