Customer Service Director

Job Summary The Director, Customer Service is responsible for the strategic and tactical operation of a Customer Service Center to meet and exceed both internal and external customer/client expectations and achieve organizational business objectives. The Director is responsible for meeting and exceeding organizational project goals and objectives. MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance) Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analysis; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.  Leads and directs the Customer Service managers, supervisors, trainers and associates to ensure quality, productivity and efficiency goals are met daily. Responsible for leadership and associate development; including succession planning, on the job training, mentoring and utilization of Avantor training and development resources. Maintains an understanding of Call Center processes and policies and collaborates with other Call Center Directors to drive consistency within the Call Center Network. Oversees quality control and implements any necessary corrective action to ensure consistent application of all policies and processes relevant to the Call Center functions. Provides final approval in the creation and implementation of innovative methodologies to improve Call Center operations. Develops performance goals and objectives for the Call Center and monitors achievement of those goals. Coaches team, sets expectations, conducts performance evaluations and provides career development, corrective action and recognition for team. Participates in annual recruitment strategy, hiring practices for Call Center new hire classes and is actively involved in maintaining the Avantor Employment Brand. Responsible for Call Center retention strategy and activities with a focus on career progression and professional development at all levels. Oversees daily workflow/service levels within the call center. Analyzes weekly/monthly/quarterly reports for performance outcomes and ensures continuous process improvement. Accountable for budgeting and operating within annual IOP Leads and coordinates efforts with cross-functional project group to successfully implement projects and process improvements. Performs other duties as assigned. QUALIFICATIONS (Education/Training, Experience and Certifications) Bachelor's degree from an accredited college or university with a major in business, management, or other related discipline; Master's degree preferred 10+ years applicable experience; 5+ years leadership responsibility Prior experience with Avantor or related customer service experience required.  Must possess a high level of business acumen KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently) Ability to lead individuals and manage Avantor processes to ensure that customers receive a quality customer experience with every interaction. Resourceful problem solver and process improver. Need to have ability to develop these qualities in their team.  Ability to interact with all levels of the organization.  Excellent communication and presentation skills.  Project management skills.  Understanding of budget/IOP process. 106097
Salary Range: NA
Minimum Qualification
11 - 15 years

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