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Customer Service Center Operations Leader
2 months ago
D.H. Pace Company Inc. is seeking a Customer Service Center Operations Leader. This role is pivotal in managing the daily operations of the customer service center, ensuring peak performance and outstanding client interactions. The leader will be responsible for supervising personnel, streamlining processes, and evaluating performance metrics to foster ongoing enhancements.
Key Responsibilities:
- Manage Daily Operations: Guarantee that team performance aligns with customer satisfaction and organizational objectives.
- Team Leadership and Development: Inspire and guide team members to retain high-caliber talent and promote their professional growth.
- Performance Monitoring: Assess key performance indicators to ensure adherence to standards, cost efficiency, and strategic alignment.
- Coaching and Support: Utilize data and observations to deliver constructive feedback and support quality outcomes.
- Best Practices Implementation: Collaborate with the team to ensure operational consistency, introduce enhancements, and develop customer service protocols.
- Human Resources Management: Oversee scheduling, attendance, recruitment, training, and HR functions such as onboarding and performance evaluations.
- Undertake additional projects and responsibilities as assigned.
- Bachelor's degree or equivalent relevant experience.
- A minimum of 5 years in customer service or call center environments.
- At least 3 years in a leadership or managerial capacity.
- In-depth knowledge of the contact center landscape and key performance drivers.
- Proven track record in nurturing team members through effective coaching and leadership.
D.H. Pace Company, Inc. has been a privately owned entity for over 95 years, operating more than 50 locations across 24 states with annual sales exceeding $1 billion. We specialize in distribution, construction, and service, providing a comprehensive range of door and door-related products, including commercial security solutions.
Benefits Include:
- Medical, dental, and vision plans: Available from the first day of the month following your start date.
- Paid time off: 13 days accrued annually during the first year; 16 days during the second year.
- Paid Holidays: Recognized holidays include New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
- Floating Holidays: Up to 2 floating holidays each year.
- Competitive salary: Includes annual performance reviews.
- 401k retirement plan: Features employer matching.
- Company-sponsored: Life insurance, short-term disability, and long-term disability coverage.
- And more.
