What are the responsibilities and job description for the Director of Customer Service position at Management Recruiters International?
Director of Customer Service
Are you a transformative leader with a strategic vision for elevating customer service? We're seeking a Director of Customer Service who can drive innovation and lead a customer service team to new heights for a client with over 100 years of history and industry-leading market share. In this role, you'll oversee a team of up to 40 professionals, developing talent, implementing streamlined processes, and preparing the organization to transition toward a robust e-commerce future. Your expertise in building career paths, enhancing service intake and quality, and delivering an exceptional customer experience will be key to creating lasting impact.
What You'll Do
- Develop and Mentor Talent : Shape the future of customer service by creating clear career tracks and advancement opportunities. Your coaching and development plans will empower team members to grow and excel.
- Enhance Call Intake and Quality Integration : Drive efficiencies in call intake and seamlessly connect these processes with the quality department. Your strategic approach will ensure that customer interactions are both efficient and consistent with quality standards.
- Lead E-Commerce Transition : As the organization moves toward e-commerce, you'll lead the way, adapting systems, and transforming the service model to meet the needs of online customers.
- Transform Customer Service Operations : Bring your proven track record of revitalizing customer service teams to build a world-class service experience. Set and exceed ambitious goals, consistently taking the organization to the next level.
- Data-Driven Optimization : Track, analyze, and leverage KPIs across service levels, productivity, and issue resolution. Use insights to make impactful, strategic changes that align with the organization's vision for customer service excellence.
- Budget and Resource Management : Oversee budgeting and spending, ensuring a balance between cost-effectiveness and operational excellence.
Who You Are
A strategic leader with a strong background in customer service transformation, you excel at developing talent and driving growth within your teams. You're adept at using data to inform decisions and committed to creating a seamless, scalable, and high-quality customer experience. With your expertise, you're ready to lead a customer service organization to its next phase of excellence.
Requirements
Why This Role?
Travel Requirements Must be available for travel as necessary to support team development, strategic meetings, and customer service goals, typically 10%.
Salary : $170-185k plus bonus
Equal Opportunity Employer
Salary : $170,000 - $185,000
