Director of Customer Service

Location

Port Washington, NY

Description

Drive DeVilbiss Healthcare is looking for a Director of Customer Service to continue to provide an amazing and effortless customer experience. This role will support 3 call centers in the US and 2 call centers in Canada (approximately 10 supervisors/managers).

We are looking for a charismatic leader who will ensure that our internal Associates are excited and empowered to make the best decisions for our customers.

Job Description:

  • Provide guidance, structure and leadership oversight to a 100+ customer service team in North America in a fast-paced, high-growth environment.
  • Hire and develop high performing talent and teams, while maintaining an environment that promotes employee engagement, camaraderie, and teamwork with passion for customer experience.
  • Embody and role-model the core values and culture that inspires Associates to want to excel. Foster a service excellence mindset.
  • Build and evolve career development programs. Mentor and coach the team to prepare them for future career opportunities.
  • Analyze data and generate productivity reports.
  • Establish KPIs within call center systems; evaluate performance regularly to ensure effective employee development while providing superior customer experience.
  • Prepare and deliver regular performance evaluations, and execute disciplinary action when necessary.
  • Direct and further develop training curriculum, create new training content to support new initiatives.
  • Manage/lead multi-functional teams across multiple geographies, including Call Center, Data Entry, Returns, Live Chat. Ensuring effortless experience for Customers and Sales.
  • Ensure that our Offshore Customer Service Operations are performing to the established high standards.
  • Analyze, recommend and develop processes, collaborate with functional partners in pursuit of business process innovation and continually search for new and better ways to enhance service levels and efficiencies.
  • Manage to budget without sacrificing brand and service performance.
  • Drive results, prioritize, lead and communicate with clear and consistent direction.

Requirements

QUALIFICATIONS, KNOWLEDGE, AND SKILLS:

  • BA degree required
  • Minimum 10 years of Customer Service leadership experience, demonstrating success in managing and inspiring large teams, preferably in a fast growing environment, 5+ years in a senior level leadership role.
  • Ability to travel - 25%
  • Experience with CRM systems
  • Proficient in Microsoft Office Suite
  • Proven leader of high-performing businesses and teams, ability to frame strategy and drive results.
  • Proven track record of well-executed business improvement initiatives and daily continuous improvements.
  • Direct experience leveraging technology as basis for competitive advantage and keeps current with best practices.
  • Must have managed across multiple geographies/remote team management.
  • Prior work experience in a Distribution environment preferred but not required.
  • Strong leadership and employee engagement skills.
  • Proven ability to maximize relationships across the organization.
  • Strong understanding of workforce management Scheduling and Salesforce. Com.
  • Proficient in Microsoft Office Suite, SAP knowledge preferred.
  • Excellent written and communications skills.

Send Resume

Name:
Phone:
email:
Resume:
Captcha:
  • Reload captcha