Director of Customer Service and Operations - Madison, United States - The QTI Group

Description

Director of Customer Service and Operations

The QTI Group is partnering with a Madison-based organization to hire its next

Director of Customer Service and Operations .

Reporting to the CEO and leading a customer service team, you will oversee inbound customer service operations and maintain strong relationships with clients and internal stakeholders.

If you have senior leadership experience in customer service and have a proven track record of creative problem-solving, we'd love to talk to you about joining this high-growth, technology-focused organization

Location :
In-Office in Madison, Wisconsin. Relocation assistance not provided.
Strategy, Vision, and Leadership
Develop goals and objectives and manage customer service processes and daily team operations.
Work cross-functionally to share resources, develop metrics and ensure company-wide success.
Collaborate with the CEO to develop effective strategy and procedures to maximize customer operations.
Operations and Security

Supervise customer service and applications/enrollment processes and teams.

Work with CEO to develop and implement more sophisticated internal controls and security standards, including overall responsibility for the internal lockbox service.

Collaborate with leadership team to develop, implement and manage process improvements, including upgraded administrative and operational services across teams.
Serve as primary point of contact for customers when escalation or intervention is required.
Lead and manage a team of 15 Customer Service and Application/Enrollment staff.
Establish priorities and performance goals, assign and maintain accountabilities, evaluate results, and conduct performance appraisals.
Promote a culture of high performance and continuous improvement and provide career development opportunities for staff.
Qualifications

Bachelor's degree in Business, Finance, or related field, or equivalent business experience.

7+ years of managerial experience, preferably in a financial services customer service / contact center environment leading hourly, front-line staff.

Demonstrated experience mentoring and coaching a service team with diverse levels of expertise.
Strong analytical skills, including ability to analyze data when making business decisions.
Meticulous attention to detail with attention paid to even the smallest issue or matter.
Entrepreneurial leader who can represent the company in the community and with customers.

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