Group Director- Customer Service Center

US-GA-Roswell
2 weeks ago
Requisition ID
2017-48560
Category
Maintenance Management
Employment Type
Regular - Full Time (4)
Travel Requirements
20-30%
Position Code
8024

Position Description

The primary objective of this position is to continuously improve the customer care and employee experience in achievement of all performance metrics including but not limited to customer satisfaction/experience, process improvements and efficiency. The Group Director- Customer Service Center will be responsible for defining, communicating and implementing a best in class customer service center. This position will be responsible for providing leadership and day-to-day management of all areas of the call center including but not limited to customer satisfaction; enhancing the customer experience; managing the call center financial budget and forecast; and leading the Center’s service, workforce management, training and operations teams. This position is also responsible for ensuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced.

 

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Requirements

  • Bachelor's degree
  • Seven (7) years or more experience in Call Center Management
  • Seven (7) years or more experience in setting up call center/customer service center
  • Strong customer focus and proven customer advocacy
  • Demonstrated ability to provide daily leadership, management and coaching of direct and indirect reports to promote a strong customer focus, positive communication and foster teamwork in a large call center environment
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Strong understanding of customer support center environment
  • Proven ability to effectively communicate and present information to management and front line level audience
  • Proven track record of developing staff and maintaining a high standard of employee relations
  • Ability to make decisions and solve problems while working under pressure; Ability to manage multiple projects simultaneously
  • Proven success in Call Center management experience - proficiency in utilizing technology (workforce productivity software)
  • Knowledge of key elements that comprise the end-to-end customer experience (advanced level)
  • Ability to drive change and influence individuals at all levels in the organization while maintaining positive and constructive relationships (advanced level)
  • Ability to translate business strategies into clear objectives for the team (advanced level)
  • Strong ability to articulate and manage and end to end business model (advanced level)
  • Microsoft Office Suite (intermediate level)
  • Lean Six Sigma preferred

Responsibilities

  • Establish and drive efforts to ensure best in class service delivery and efficiency in alignment with organizational service and compliance goals
  • Define, communicate and implement a best in class customer service value model
  • Create a customer centered culture focused on meeting and exceeding customer service and productivity expectations, metrics driven solutions and optimal results
  • Analyze call center metrics, service levels and other key performance indicators and recommend initiatives to improve our customer experience, service levels and the work environment
  • Work cross functionally with operations teams including Operations/Maintenance, Sales, Finance, and Human Resources
  • Performs other duties as assigned

 

ryder-logoRyder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

 

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