Director, Customer Care Center
- Nashville, TN
- Permanent
- Full-time
- Excellent health benefits plan, which includes medical, vision and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- Company-paid mental health benefit through Headspace
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
- Oversee a diverse team of professionals responsible for providing exceptional customer service to customers in need of Servpro services, as well as the Servpro franchise community in a variety of ways, including driving performance to an established set of goals, development of strategies, policies, and procedures to optimize the performance and success of the Team.
- Lead training, coaching, engagement, retention, and recognition initiatives for Customer Care Center Team Members to support organizational growth. Monitor staffing and forecasting for department to determine appropriate resource allocation.
- Partner with Operations, Marketing, Sales, IT, and other departments to drive innovation in the customer experience and sales channels.
- Advocate for the customer in all situations, operations, technologies, content, projects, and strategy. Share customer feedback to extended and senior leadership.
- Develop and manage budget for Customer Care Center. Focus on controlling costs through the management of departmental spending and process efficiency improvements.
- Perform to operational goals, processes, and Customer Care Center SLAs regarding the performance of the organization to optimize customer satisfaction and the customer experience through efficient and timely issue resolution.
- Develop a benchmark driving management structure identifying and monitoring key performance indicators. Ensure that performance quality/outcomes, scorecards, and benchmarking activities are in place; collaborate to ensure the operations team utilizes this data to make improvements. Ensure quality standards are benchmarked against industry best practices.
- 7+ years successful experience in contact center management-preferably with property insurance or home services. Franchise experience a plus. Business Process Outsourcing (BPO) services a plus.
- Leadership experience | Proven ability to coach and develop others, provide feedback and actively listen. Passionate about engaging and developing high performing teams.
- Collaborative | Works collaboratively with the team and business partners to overcome challenges and achieve shared goals.
- Advanced data acumen | Tracks, analyzes, and reports performance data, taking action to achieve performance goals and objectives.
- Excellent Communication Skills | Strong verbal and written communication skills. Ability to deliver professional presentations confidently to all levels of leadership.
- Proficiency with Microsoft Office products is required.
- Strategic thinking with tactical execution ability is key. Proven experience defining and driving successful implementation of improvements through both process re-engineering and incorporation of tools and technology.
- Advanced experience with IVR, workforce management, telephony, and other call center software systems. Familiarity with the emerging contact center technologies and AI desired.
- Bachelor’s degree, from an accredited college or university, in business or another related field. Any suitable combination of education or experience will be considered.