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SERVPRO · 1 day ago

Director, Customer Care Center

Gallatin, TN

Full-time

Onsite

Director/Executive

7+ years exp

SERVPRO is a trusted leader in fire and water cleanup and restoration services. The Director, Customer Care Center, is responsible for providing strategic leadership and oversight for the Customer Care Contact Center functions, driving performance, customer satisfaction, and operational excellence.

ConsumerIndustrial

Responsibilities

Oversight for 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

Experience deploying Ai solutions to increase call capacity and customer satisfaction

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

Qualification

Contact center managementAdvanced data acumenCall center software systemsLeadership experienceMicrosoft Office proficiencyStrategic thinkingCommunication skillsCollaborative