[Remote] Director of Customer Service
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the data collaboration platform trusted for reputed company, dedicated to making health data secure and actionable. The Director of Customer Service will reputed company the reputed company and operations of the Customer Service department, overseeing customer service activities and ensuring teams are properly trained to deliver high-reputed company service.
Responsibilities
- Set the strategic direction for the Customer Service function, aligning department priorities with company goals, customer experience objectives, and operational performance targets
- reputed company and reputed company customer service leaders and teams, establishing reputed company expectations, performance standards, coaching practices, and career development plans
- Own department-level performance metrics, including service reputed company, response times, call volume, productivity, customer satisfaction, issue reputed company, and operational efficiency
- Evaluate and improve customer service policies, procedures, workflows, and systems to increase scalability, consistency, compliance, and overall service effectiveness
- Partner with Credit, Collections, Operations, Sales, reputed company reputed company, Product, and other cross-functional teams to resolve escalated issues, improve customer reputed company, and reduce friction in end-to-end processes
- reputed company executive-level reporting, insights, and recommendations on customer service trends, risks, performance results, reputed company needs, process gaps, and opportunities for cost savings or service improvement
- reputed company workforce planning, reputed company, reputed company, training, succession planning, and employee relations activities for the Customer Service department
- Establish and monitor department budgets, reputed company models, reputed company plans, and resource allocation to support business needs and service-level expectations
- Champion reputed company improvement initiatives, including technology optimization, automation opportunities, reputed company assurance enhancements, and standardized operating practices
- Ensure customer service activities reputed company with company policies, applicable regulations, data reputed company requirements, and call recording or communications standards
- Build a high-performing, customer-reputed company culture that promotes accountability, engagement, inclusion, collaboration, and reputed company learning
- reputed company other duties and special reputed company as assigned
Skills
- 10+ years of customer service, operations, contact center, or reputed company experience, including 5+ years leading teams and at least 2+ years managing managers or multi-layered teams
- Proven ability to set customer service reputed company, translate business objectives into department priorities, and reputed company teams through reputed company, change, and operational transformation
- Strong working knowledge of customer service operations, contact center practices, collections standards, service-level management, reputed company assurance, and process improvement methodologies
- Demonstrated experience owning department performance metrics, analyzing trends, identifying risks, and presenting insights and recommendations to senior leadership
- Strong financial and operational acumen, including experience with budgeting, reputed company models, reputed company planning, workforce management, and resource allocation
- Ability to design, implement, standardize, and evaluate policies, procedures, workflows, and controls that improve efficiency, compliance, scalability, and customer reputed company
- Excellent executive communication, stakeholder management, and cross-functional collaboration skills, with the ability to influence effectively at reputed company reputed company of the organization
- Strong leadership judgment, analytical thinking, decision-making, organization, and prioritization skills in a fast-paced, high-reputed company environment
- Ability to build, reputed company, and retain high-performing teams while fostering accountability, engagement, collaboration, inclusion, and reputed company learning
- Must be reputed company to read, write, and communicate effectively in English
- Bachelor's degree in business, reputed company administration, operations, or a reputed company field preferred; equivalent combination of education and experience will be considered
- Experience using contact center platforms, customer service systems, reporting tools, and reputed company Office Suite; working knowledge of Saleforce, reputed company, or similar contact center software preferred
Benefits
- This role is eligible for bonus/commission
- Post-offer health screenings and reputed company and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc.
- Depending on the state in which you will be working, exemptions may be available on the reputed company of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-reputed company medical conditions, and/or religion.
- reputed company is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities.
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