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    Director of Service Center Operations - Houston, United States - Empyrean Benefit Solutions

    Empyrean Benefit Solutions
    Empyrean Benefit Solutions Houston, United States

    21 minutes ago

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    Description


    The Director of Service Center Operations is responsible for leading the Center's customer service operations, setting policies, objectives, and initiatives that align with the organization's goals.

    This role involves developing standards to minimize response times and maximize customer satisfaction, creating policies and procedures that reflect industry best practices, and implementing systems to monitor performance metrics, including customer feedback and service or product issue trends.

    Additionally, the Director will proactively analyze Service Center data to identify positive trends in conjunction with Client Teams that can be shared with clients to highlight service excellence and improvements.

    This role requires managing resources, aligning service activities with company objectives, and to contribute in setting strategic directions for the Service Center.


    ESSENTIAL DUTIES AND RESPONSIBILITIES
    Strategic Planning and Policy Development

    Draft, implement, and oversee policies and procedures to ensure a high-quality customer service experience
    Develop service levels and requirements for the department, and ensure the organization meets those requirements
    Lead strategic initiatives to boost the performance of customer service representatives, setting clear KPIs and developing reward programs for high achievers
    Design processes to achieve the goals and objectives of the Service Center department
    Identify service delivery gaps and implement corrective measures
    Performance and Quality Management

    Set performance & quality metrics for customer service representatives to follow and ensure the teams meet the established expectations
    Oversee customer relations performance metrics and report findings to senior management
    Conduct regular analysis of customer service trends to inform strategic planning and operational adjustments
    Ensure adherence to company and departmental policies and procedures
    Feedback and Continuous Improvement

    Create and manage methods for collecting, assessing, and analyzing customer feedback
    Collaborate with the marketing team to share success stories and positive customer feedback that can be utilized in promotional materials
    Identify training needs and coordinate with Learning & Development for both new hires and existing staff
    Serve as the Operations Lead for the integration of AI technology within the Service Center, optimizing processes, enhancing customer service capabilities, and driving innovation
    Budget, Resource Management and Retention

    Manage the department's budget, including contributions to its creation
    Assist in establishing staffing standards
    Recommend technology, equipment, and policy updates to improve customer service and retention
    Within the Service Center, take charge of monitoring and managing employee turnover, while also developing and applying strategies aimed at boosting employee engagement and increasing retention rates
    Interdepartmental Coordination

    Serve as a liaison between the Service Center and other company divisions.
    Participate in industry conferences and workshops to stay up-to-date on the latest customer service trends and technologies.
    Act as the primary representative for the Service Center to customers, embodying the company's values and ensuring exceptional service standards

    REQUIRED SKILLS AND ABILITIES
    Excellent verbal and written communication skills
    Strong interpersonal and customer service skills
    Outstanding organizational skills and attention to detail
    Proficient analytical and problem-solving abilities
    Effective supervisory and leadership skills
    Proficiency in Microsoft Office Suite or related software
    KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS

    Bachelors degree required.
    5+ years of related experience required, with prior management experience highly preferred.

    OTHER REQUIREMENTS
    Travel as needed for Client Visits, Sales Meetings, Conferences, or Corporate Events
    #LI-Remote, #LI-RS1

    #J-18808-Ljbffr
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