National Director of Customer Service Operations

4 weeks ago

Cleveland, Ohio, United States AIIStar Full time

Job Description

AIIStar is seeking a highly skilled National Contact Center Director to lead our national call centers. This role involves setting and managing the strategic direction and operational aspects of our call centers, including building and leading a local team, recommending and implementing technology solutions, and ensuring exceptional customer service across multiple locations.

Key Responsibilities:

  1. Strategic Planning and Execution:
  • Develop and implement the strategic vision for national call center operations.
  • Create and manage annual budgets, forecasts, and financial reports.
  • Identify and implement strategies to enhance call center efficiency, productivity, and customer satisfaction.
Operational Management:
  • Oversee daily operations for the call center team.
  • Ensure the call center meets or exceeds performance metrics, including service levels, response times, and customer satisfaction scores.
  • Implement and monitor best practices, policies, and procedures to optimize call center operations.
Team Leadership:
  • Lead, mentor, and develop a team of call center managers and staff.
  • Foster a positive and high-performance work environment.
  • Conduct regular performance reviews and provide coaching to improve individual and team performance.
Customer Experience:
  • Develop and implement initiatives to enhance the overall customer experience.
  • Analyze customer feedback and service metrics to identify areas for improvement.
  • Address and resolve escalated customer issues and complaints effectively.
Technology and Systems:
  • Oversee the implementation and maintenance of call center technologies and systems.
  • Stay current with industry trends and innovations to leverage new technologies that enhance operational efficiency.
  • Recommend technology solutions as needed and manage their implementation.
Compliance and Quality Assurance:
  • Ensure call centers comply with all relevant regulations, company policies, and quality standards.
  • Develop and maintain quality assurance programs to monitor and improve service delivery.
Reporting and Analysis:
  • Prepare and present regular reports on call center performance, trends, and strategic initiatives to senior management.
  • Utilize data analysis to drive decision-making and continuous improvement.

Qualifications:

  • Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).
  • 5+ years of experience in call center management, including at least 2 years in a senior leadership role.
  • Proven track record of managing multiple call centers and large teams.
  • Strong understanding of call center technologies, performance metrics, and best practices.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to analyze complex data and implement actionable strategies.
  • Experience with budgeting, forecasting, and financial management.
  • Exceptional problem-solving skills and the ability to handle escalated customer issues effectively.

Additional Requirements:

  • Flexibility to work beyond standard business hours if required.

  • National Call Center Director

    1 month ago

    Cleveland, Ohio, United States AIIStar Full time

    Job Title: National Call Center DirectorAt AIIStar, we are seeking a highly skilled and experienced National Call Center Director to lead our national call centers towards excellence. This is a unique opportunity to join our team and drive strategic growth and operational efficiency.Key Responsibilities:Strategic Planning and Execution:Develop and implement...

  • National Contact Center Director

    4 weeks ago

    Cleveland, Ohio, United States AIIStar Full time

    Job Title:National Call Center DirectorDepartment:Customer ServiceReports To:EVP of Retail OperationsJob Type:Full-TimePosition Summary:The National Call Center Director is responsible for setting and managing the strategic direction and operational aspects of our national call centers. This role includes building and leading a local team, potentially...

  • Food Service Director

    1 month ago

    Cleveland, Ohio, United States Aramark Full time

    Job Title: Food Service DirectorAt Aramark, we are seeking a highly skilled and experienced Food Service Director to lead our dining operations team. As a key member of our management team, you will be responsible for developing and executing dining solutions that meet customer needs and tastes.Key Responsibilities:Leadership: Lead, mentor, engage, and...

  • Director of Clinical Operations

    1 month ago

    Cleveland, Ohio, United States Bridges Core Service Agency, Inc Full time

    Job SummaryBridges Core Service Agency, Inc is seeking a highly skilled and experienced Clinical Director to lead our mental health programs. The ideal candidate will have a strong background in clinical operations and a passion for delivering high-quality care to our clients.The Clinical Director will be responsible for providing professional direction,...

  • Administrative Services Director

    1 hour ago

    Cleveland, Ohio, United States City of Cleveland, Ohio Full time

    About the RoleWe are seeking an experienced Administrative Services Director to join our team in Cleveland, Ohio. In this critical role, you will be responsible for performing major daily and project-based administrative duties.Key Responsibilities:Recommending and administering divisional/departmental policies and procedures;Preparing regular and special...

  • Food Service Director

    1 month ago

    Cleveland, Ohio, United States Aramark Full time

    Job OverviewAramark is seeking a seasoned Food Service Director to lead our dining operations at Fairview Hospital - Cleveland Clinic in Cleveland, Ohio.Key ResponsibilitiesDevelop and execute dining solutions to meet customer needs and tastesOversee and manage dining operations, including menu planning and developmentLead, mentor, and engage teams to...

  • Regional Director of Operations

    1 month ago

    Cleveland, Ohio, United States Driven Brands Full time

    Regional Director of OperationsDriven Brands is seeking a highly skilled and experienced Regional Director of Operations to lead our retail operations in Ohio. As a key member of our leadership team, you will be responsible for developing and implementing strategic plans to drive business growth, improve operational efficiency, and enhance customer...

  • Food Service Director

    4 weeks ago

    Cleveland, Ohio, United States Aramark Full time

    Job Title: Food Service DirectorJob Summary:The Food Service Director is a key leadership position responsible for developing and executing dining solutions to meet customer needs and tastes. This role oversees and manages dining operations where customers order prepared foods from a menu.Key Responsibilities:Lead, mentor, engage and develop teams to...

  • Regional Tanker Truck Driver with Schneider National

    3 days ago

    Cleveland, Ohio, United States Schneider National Full time

    Job OverviewAs a Regional Tanker Truck Driver with Schneider National, you will haul liquid chemical freight in tanker trailers, providing a safe and reliable transportation service. This role offers a great opportunity for experienced CDL holders to join our team and enjoy a weekly home time schedule.Key ResponsibilitiesHaul liquid chemical freight in...

  • Customer Service Representative

    4 weeks ago

    Cleveland, Ohio, United States Veterans Canteen Service Full time

    Customer Service RoleWe are seeking a Customer Service Representative to join our team at the Veterans Canteen Service. As a Customer Service Representative, you will provide exceptional service to our customers, ensuring their needs are met and exceeded.Key Responsibilities:Provide customer service to our customers in a fast-paced environmentAssist...

  • Operations Director

    3 days ago

    Cleveland, Ohio, United States HMSHost Full time

    HMSHost seeks an experienced Operations Director to oversee restaurant operations and ensure a seamless next-day opening. The ideal candidate will have a proven track record in developing and implementing operational processes, as well as holding team members accountable for executing key responsibilities.Key ResponsibilitiesDeveloping and implementing...

  • Customer Service Operations Manager

    4 weeks ago

    Cleveland, Ohio, United States Aramark Full time

    Job SummaryAramark Healthcare+ is seeking a Call Center Manager to oversee the Food Service department call center operations for patient dining at Cleveland Clinic supporting regional hospitals in Northeast Ohio.Key ResponsibilitiesHire, train, direct, and develop Customer Service Representatives.Communicate with clients and other departments.Empower, lead,...

  • National Sales Executive

    1 month ago

    Cleveland, Ohio, United States Quadax, Inc. Full time

    Job DescriptionAbout Quadax Revenue Cycle ServicesThe Quadax Revenue Cycle Service (RCS) team is a leading global provider of software and services that streamline laboratory billing, enhance visibility and control over financial operations, and mitigate compliance risks for maximum reimbursement. We're driven by a deep understanding of laboratory billing...

  • Executive Assistant to the Director

    4 weeks ago

    Cleveland, Ohio, United States City of Cleveland Ohio Full time

    Key Responsibilities:Manage the Director's schedule and communicationsProvide exceptional customer service to visitors and callersPerform various administrative tasks, including composing letters and memosAbout the Role:This is an exciting opportunity to join the City of Cleveland Ohio team as an Executive Assistant to the Director. As a key member of the...

  • Dynamic Food Service Director with Compensation Package

    3 weeks ago

    Cleveland, Ohio, United States Aramark Full time

    About the OpportunityAramark Healthcare+ is seeking a dynamic Food Service Director to lead our dining operations at Fairview Hospital - Cleveland Clinic in Cleveland, Ohio. This is a unique opportunity to join a team that values customer satisfaction, employee growth, and community engagement.Compensation PackageWe offer a competitive salary range of...

  • Part-Time Funeral Director

    4 weeks ago

    Cleveland, Ohio, United States Service Corporation International Full time

    At Service Corporation International, we're dedicated to celebrating lives and honoring our associates. As a Part-Time Funeral Director, you'll play a vital role in facilitating funeral arrangement discussions, presiding over visitation, funeral, and graveside services, and ensuring compliance with local, state, or federal laws.Key...

  • Director of Commercial Operations

    4 weeks ago

    Cleveland, Ohio, United States Zurn Elkay Full time

    Director of Commercial OperationsAt Zurn Elkay Water Solutions Corporation, we are seeking a highly skilled and experienced Director of Commercial Operations to lead our commercial efforts. The ideal candidate will have a strong background in business development, strategy, and operations, with a proven track record of driving growth and profitability.Key...

  • Customer Service Representative

    4 weeks ago

    Cleveland, Ohio, United States Tremco Construction Products Group, Inc. Full time

    Job Title: Customer Service RepresentativeJob Summary:We are seeking a highly motivated and detail-oriented Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, processing orders, and ensuring timely shipment of products.Key...

  • Clinical Director, Unsheltered Services

    1 month ago

    Cleveland, Ohio, United States Bellefaire JCB Full time

    Job SummaryThe Clinical Director of Bellefaire's Unsheltered, Missing, & Transitional Youth Services (UMTYS) oversees the clinical, financial, and business operations of the department. This role ensures qualified staff are hired, trained, and supported in their roles, and develops and manages the budget. The Clinical Director is responsible for matters of...

  • Customer Service Representative

    3 weeks ago

    Cleveland, Ohio, United States Goodwill Industries of Gr. Cleveland & East Central Ohio Full time

    Goodwill Industries of Greater Cleveland & East Central Ohio is seeking a Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing excellent customer service to all Goodwill patrons, vendors, and associates. You will handle transactions, promote agency programs, and assist with stock...