Reviews processes and procedures and initiates activities to streamline process flow and enhance service turnaround time, productivity and quality, Identifies, documents and supports the maintenance of best practices and “lessons learned”, including metrics for assessing progress. Builds and retains high performance teams by hiring, developing and motivating skilled professionals. Responsible for managing front end customer staff, referral and payer relationships. Audits over several years with no negative findings. Failure to do so will result in disciplinary action, Constantly check for safety hazards and ensure problems are rectified promptly, Actively participate in safety improvement activities, Report any unsafe practices by coworkers or contractors, Immediately report all injuries and other safety incidents, If you are injured return to work as soon as possible to appropriate duties, Act as Business Lead for all on-boarding initiatives, which includes supporting the OEP Hiring and Training Plan to meet Organizational KPIs, Direct staff of 300 to 500+ new hires across multiple sites (2 to 4 direct reports) to the achievement of operational performance goals, Communicate vision, expectations, goals, deadlines and motivate others through inspirational leadership, Deliver operational excellence, achieving customer satisfaction and quality results, and expense management, Maintain high levels of employee engagement and satisfaction, Identify process improvements and lead the execution of Operational initiatives in an effective, efficient, compliant and consistent manner, Partner with Finance on the monthly variance analysis, forecasting and budgeting activities, Establish a culture of accountability and consistently provide behavioral coaching to achieve expectations, Foster an open and trusting work environment, Lead by example modeling desired behaviors including personal integrity, diversity and inclusion, customer focus, financial discipline, teamwork, and accountability, Works closely with recruiting to fill open requisitions in timely fashion. Experience in the HR service, financial services or similar industries is preferred, An awareness of trends and the general direction entailed in the HR services industry and the ability to consider those present and future relationships to the organization are critical. Valid driver''s license, reliable automobile, and pager required for required traveling, Manages direct reports. In fact, strong strategy making and goal setting is what makes someone a successful customer service director. Programmed, executed, and distributed daily, weekly and monthly reports on inventory and account management. Assisted customer service representatives, outside sales team, customers, and vendors in troubleshooting orders that required special handling. Salary estimates are based on 111,601 salaries submitted anonymously to Glassdoor by Director of Customer Operations employees. Customer Service, Training and Communication Direct call center of 50-65 call center advisors Organizational Strategy Planning Lead all staff and management with a focus on the Customer Experience and Customer Satisfaction to ensure all metrics and strategic goals are met. Acts as a coach and mentor to employees in the Region. Additionally, Customer Service Director align customer service activities and initiatives to support and enhance the objectives of the organization. Ensure all legal requirements are being met which come under the customer service department. Check with various departments to ensure that appropriate changes were made to resolve customers problems. Established a standard operating procedures initiative capturing all processes of the department into documented formats. Typically reports to top management. Working with the IT department and external vendors to remap the current call center structure. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Sous la supervision de la co-présidente, le directeur des opérations joue un rôle de leader en assurant une gestion efficace des services sous sa direction. I am a natural leader that is able to work independently, … Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. Create a written record of discussions, and reduce ambiguity of ongoing expectations, Partner with Human Capital, Clients, Workforce Management, Operations, IT, Project Management and others to achieve expected results, Partner with peer managers to drive continuous improvement and share best practices in a complex matrix environment, Collaborate with senior management and peers to develop and support Organizational strategies, processes, and procedures, Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model, Coaches Customer Service Management team in providing professional development opportunities for team members to achieve high performance, Lead, manage, develop and motivate the Customer Service Managers and teams, Provide support for and identify opportunities to improve customer service performance through continuous process review and best practice evaluation, Developing and establishing procedures and policies governing customer interactions and the handling of customer feedback, Familiarity with Organizational Development techniques to improve group processes, Ensure execution of customer care plan(s), manage project deployment and resourcing including monitoring of project delivery, Develop and manage call quality and work order accuracy programs and processes and develop call handling guidelines and scripting, Establish and nurture strong working relationships with advisors and wholesaling partners, Fulfill and support corporate, division, department strategic initiative by developing supporting initiatives for all associates and supervisory personnel, Ensure Customer Success – Unwavering commitment to making customers successful, Manages resources and costs of team to ensure ongoing operations of the department within established budget, productivity and efficiency standards, Drive changes necessary to improve the operating efficiency and organizational effectiveness of the Service Excellence team, Strong knowledge of call center planning and the ability to create and implement a capacity plan that meets goals, Strong knowledge of modern call center systems and ability to utilize them to their maximum potential, Strong quantitative skills. Manage the team to ensure that 90k direct guest emails, calls and social media contacts annually are responded to within 24 – 48 hours. Coach, support and set clear targets for the CSC Managers and their teams. Arrange all staff in-services as well as work in conjunction with professional services to provide continuing education to territory managers and referral sources. Continually review and implement changes to process and procedure based on market place feedback. The Director of Contact Center is responsible for the strategic planning and execution of all Call Center operations. The reverse auction purchasing program. Management of customer service, quality assurance, and inside sales team. Acted as key liaison between donors and transportation to ensure targeted donations were executed efficiently. ISO, NPA, Project Management, Six Sigma, etc. Planned, directed, built and implemented the Exchange's call center operation. Adapt to upgrades and changes in a telephone system, computer software and/or programming, as well as arrangement of duties to meet client demands, quality standards and compliance requirements. Led dynamic teams across two divisions consisting of 2 managers, 24 permanent employees, and 30-40 seasonal temporary. Identify gaps and develop solutions, Determine performance standards for CS staff. Managed office inventory control and was responsible for accounting, payroll, invoicing, and reordering. Facilitated cross-team conversations to identify challenges and conceptualize solutions. Accountable for customer service, sales, marketing and overall growth of wholesale division of the company. Must be able to work nights, weekends, holidays, and variable schedule(s) as required in a retail environment, Successfully transitioning to our new TRICARE East contract which is approximately double the size of our current contract by 10/1/2017, Reducing inbound call volume through root cause elimination, proactive outreach to members during their treatment journey, more effective leveraging of digital capability, and other means, Developing an outsourcing strategy, where it makes sense, Driving increased member self-service via innovative solutions that include optimization of digital technologies and capabilities, Increasing member satisfaction by implementing programs to meet the consumer where they are, simplifying products and processes, and assisting members in achieving their health goals, Evaluating and addressing existing processes, organizational structure, and operations to achieve significant and ongoing cost reductions, Ability to execute with alacrity and timeliness, Strong collaborator; effectively connects initiatives across departments, Entrepreneurial spirit; strives in environment where initiative & original thinking are rewarded, Demonstrated experience in the tenants of values-based leadership, Fosters a culture of innovation and curiosity, Genuinely cares about people and their success, Believes in participative management, transparency, trust and empowerment, At least ten (10) years of business leadership experience with five (5) or more years in a call center/operations/logistics leadership role in a large corporation (preferably Fortune 250), Proven expertise in running and automating all aspects of a large service-focused operation over multiple and geographically dispersed sites, Experience in a company that has rethought and transformed consumer engagement/experience, A strong commitment to team and professional development, with demonstrated ability to hire, mentor, and develop future leadership talent, Experience with industry-leading customer relationship technology platforms, Proven ability to excel in a dynamic and growing environment, Excellent leadership abilities and management skills with a proven record of strategic-planning, functional transformation, innovation, and change management, Strong track record of driving operational improvements and cost reductions to support the business strategy, ideally having participated in one or more major organizational transformations, Superior written and verbal communications skills, as well as the polish, poise, and “executive presence” to be an effective representative of the business across the Humana organization and in the external marketplace, Bachelor’s degree (preferably in a business major) required, The ability to effectively plan, develop and direct all aspects of a call center as normally obtained through at least seven to ten years experience in a high-volume call center environment (minimum 200 seats) at a manager level or greater, with a proven track record for service excellence, process improvements, integrity and ethics. DIRECTOR OF CALL CENTER OPERATIONS Jan 2012 to Current WASHINGTON HEALTH BENEFIT EXCHANGE － Olympia, Washington. Must obtain licenses within 120 days of hire, 7+ years Customer Service background specifically client facings and operations management experience, Understanding and knowledge of Group Life service administration is a plus, Leadership experience in the Group Insurance Industry a plus, Strong technical background with a demonstrate ability to utilize technology to enhance efficiency, Demonstrated ability to formulate and execute business strategies to meet long-term / short-term goals, Demonstrated experience in quantifying results and improving capacity, Strong Talent Management focus with an emphasis on developing leadership bench strength, Must be able to motivate and energize staff, Must have proven track record for delivering excellent customer service, Superior leadership skills, innovation, vision and influencing, Excellent organizational as well as written and verbal communication skills with the ability to multi-task, Organizes and inspires the customer service team to drive business results that deliver wholesale profit numbers, Leads organizational customer service development changing the wholesale sales call to a value proposition, Drives wholesale business to raise awareness on important wholesale issues and competitive marketplace issues, Develops, coaches, and mentors staff through determining winning behaviors and competencies to ensure cultural transformation, Builds consensus on priorities and coordination through executing plans that demonstrate results, 10+ years’ experience in a retail/ wholesale customer support environment and 2 – 5 years managing a call center at the Director level or higher, Must be experienced in leading a large team through direct reports, Experience within large volume Wholesale Customer Service preferred- either within fashion or Consumer Packaged Goods, Bachelor’s Degree and/or equivalent combination of education and/or experience. Check these Director of Operations resume samples. The Director of Customer Service is accountable for maintaining effective customer service throughout an organization. Reduced departments labor costs by 5% from previous year by managing overtime and refining shift schedules. One can deploy the skill of strategizing in a director of customer support resume by putting things strategically in a director of customer service resume and placing their goals strongly in it. Is result oriented, and sets clear targets & deadlines for the team. Conduct activities to foster employee engagement, Proficiency in core computer systems (SAP, Excel), Accurate in processing transactional data, Strong written, verbal and professional communications, Works independently and proactively manages work, Can differentiate between important vs routine issues/tasks, Analyze data , see trends, and initiate improvement actions, Challenge existing processes and develop unique solutions to problems, Develop positive working relationships and influence others to obtain goals, 4 year college or university degree with emphasis in the areas of business, logistics, supplies chain management or information systems. A bachelor’s degree in the field of business administration or the related is commonly seen in most of the resumes. Skills typically listed on a Director of Customer Service resume example are leadership, management abilities, IT skills, analytical thinking and the capacity to … Continually review operational challenges with external vendors improving service levels. Facilitate the selection, scope, and planning of specific improvement projects. Director Of Customer Service Resume. To execute an effective customer service, these directors are supposed to exhibit qualities such as – customer service support expertise, effective management methods, and techniques knowledge, working proficiency on customer service software, up-to-date knowledge of latest trends, strong client-facing skills and the ability to tackle difficult customers. Skills : Microsoft Office, Salesforce, Customer Service, Hospitality, Administrative Assistant, Customer Service Career Objective Examples, Customer Service Summary Statement Examples, How to write Experience Section in Customer Service Resume, Action Verbs to use in Customer Service Resume, How to present Skills Section in Customer Service Resume, How to write Education Section in Customer Service Resume. High emotional intelligence, Thrives in a high pressure, fast-paced environment, Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations, Tracks, analyzes, and reports performance data on key departmental initiatives, Monitors the expense process; establishes budgets and constraints to assure expense goals are met, Other duties and responsibilities as assigned, Direct Liaison to new Comcast business product team for Care Operations execution, Work with senior managers and leaders to lay out project implementation guidelines and plan for manpower and/or other resource requirements, Provide customer service leadership with regard to all facets of operations analysis, and performance management, Direct and participate in planning activities related to the preparation of operating budgets and forecasts of operations, Track, analyze, and report performance data on key initiatives, Partner with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan, Develop service policies, programs, and systems to support strategic direction, Monitor the expense process; establishes budgets and constraints to assure expense goals are met, Direct department and staff through effective planning, hiring, performance management, coaching and career development to meet goals and objectives, Assist in the formulation and development of strategies and oversee the planning and implementation of major projects, processes and technologies, Develop and implement performance standards for customer service function(s) and audit outcomes, Prepare annual budgets/forecasts for all areas of responsibility (or significantly assist in the process), analyze results, and ensure that all areas of responsibility meet budgeted expectations; identify and report significant variances to management as appropriate, Ensure compliance with applicable policies, procedures, processes, outcomes, contractual agreements and State and Federal regulations, Establish and implement best practices and standard operating procedures, Manage relationships with key vendors and/or internal and external constituencies in support of the Company’s strategic goals and objectives, Directs long term and short term planning for the department including manpower, facility, training, and systems requirements, Develops and directs the implementation of strategies to substantially improve efficiencies and service provided while reducing costs, Directs the allocation of resources to ensure goals are met, Develops and directs the implementation of goals and performance standards for their function and its associates, Develops hiring and performance management strategies that enhance employee retention and morale, Works closely with the appropriate parties to implement state of the art initial training and quality assurance programs, Manages and develops direct reports who include other management or supervisory personnel and/or exempt individual contributors, Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches, Sets operational priorities and manages resources to operational goals and budgets, Develops strategies and ensures maximum efficiencies in the utilization of human and financial resources, With approval of VP or Sr. Director establishes budget and monitors for adherence, Advises management in long-range planning for areas of specialization, Provides technical direction to functional managers, other directors and management, Directs, develops and implements appropriate changes in area(s) policy and procedures under the guidance of the VP, Operations, Bachelor's Degree in a related field or equivalent work experience is required, MBA or directly related or equivalent work experience is preferred, 10+ years of experience in progressively responsible management is required, Strong experience in the areas of Customer Service and Call Center management at the leadership level is required, Understanding of the interrelationships between Call Center, Health Services, and Claims and their impact on the success of the health plan as a whole is required, Demonstrated interpersonal/verbal communication skills, Demonstrated ability to deal with confidential information, Demonstrated written communication skills, Provide proactive approach and support to emerging business activities established to remain competitive in the marketplace, Knowledge of and/or ability to utilize COGNOS for budgetary decisions or review is required *LI-RG1, Accountable for overall operational performance and is accountable for all results at site and is expected to lead remediation when necessary, Understand and align with Medicare & Retirement Operations strategic vision and executional priorities.