Director of Customer Service

Director of Customer Service

 

We are a publicly traded leading organization specialized in providing valuable services to our clients and are currently seeking a Director of Customer Service to join our team of professionals in Miami, Fl.

 

Job Responsibilities

Develop and execute business strategies that increase service levels, operational capabilites and efficiencies.  Establish and maintain relationships with client base to seek feedback on operation performance. Consult, partner, and support mid to upper level management to drive client retention, service quality, business initiatives.  Responsible for employees in 2 facilities that provide high level customer service to clients regarding HR related questions or concerns. Collaborate with other functional areas within the company to identify employee training needs, policy review and feedback, and assist with new product rollout strategies. Identify potential compliance issues that arise and partner with the legal department to provide feedback regarding potential liability and escalation of issues  Ensure compliance of federal and state regulations.Develop a team by providing learning opportunities that support growth and career development, mentoring/coaching, rewarding high performance and skill development Works with the IT management to ensure that all operational systems are continuously evaluated for proper operation, relevance and utilization. Oversees telecommunication systems for higher efficiency, enhanced reporting and tracking capabilities.  Develop, implement, maintain a report that measures results and monitors service quality Present monthly reports to upper level management.

 

Job Requirements:Bachelors degree or equivalent business experience is required. Over 15 years of  business experience preferably in the service industry.Over 10 years of experience in a  high volume, multi-site call center or operations center.Experience in the HR and Benefits field a plus.Strong analytical, communications, organizational, business strategy, process improvement, and quality initiatves are requiredMust possess strong leadership and presentation skillsEffective at presenting and interacting with senior level executives  Successful at resolving complex problems quickly and decisively.  Must possess strong work ethics. Must be proficient with PC based business applications, such as Excel, Access, Powerpoint and statistical applications.

 

Benefits & Compensation:

Salary is commensurate with experience. Comprehensive benefits package including medical/dental/vision insurance, life/disability insurance, 401(k), paid vacation/sick/holidays.

 

 To apply, please submit your resume via “Apply Now” below.

 

Keywords: Manager, Customer Service, Call Center, Operations,