Director
Department: Customer Service
Promotion to this role is subject to availability.
Role Overview
Role Description
Provides strategic leadership for the customer service department, sets operational vision, drives performance and efficiency, manages budgets, and partners with senior leadership to support company objectives.
Responsible for leading collective team to meet or exceed operational goals (e.g. service level, customer satisfaction, etc.)
Tier 3 escalation support
Primary responsibility to coach leadership team
Overview of HR related issues and escalations
Ensure timely complaint response
Owner for complex project work and ability to balance multiple high impact projects at a time
Key Skills & Competencies
Service levels in target: 9 - 11 months
Department CSAT: 85%
KPIs
Role Development
Guidelines for Promotion into this Role
Mastered skills for phone and processing support
Strong interpersonal skills, with experience training, mentoring and coaching individuals of varying skillsets
Skilled at handling escalated service requests
History of modeling behavior as it relates to production, adherence and commitment to great service
Track record of successful project work
Strong attention to detail
Beyond this Role
Common Next Roles
Vice President
Similar Roles
Coming soon!