The Customer Service Director is responsible for the daily oversight and management of a team of call center advocates (~450 FTE).  Provides direction for and is responsible for the output of multiple disciplines within Customer Service. Ensures timely responses to customer inquiries by telephone and/or email in an in- or outbound service center, consistent with service and quality standards. Contributes to establishing strategic goals across the function. Adapts and executes functional or departmental business plans. Helps integrate Customer Service services with other departments, and reports on quality and efficacy. Interacts with and influences senior management. Makes decisions that have a short to medium-term impact across the function.

Primary Responsibilities

• Demonstrated understanding of managing production metrics/service levels, customer experience, and production staff.
• Develop and execute on an approach for timely and regular updates on progress with employees throughout the US Medical organization.
• Determines organizational objectives and interprets company policies.
• Ensure quality and service standards are maintained along with client-specific contractual requirements.  
• Working knowledge of contact center technologies.
• Demonstrated effectiveness working in a highly matrixed organization.
• Focus on quality customer service best practices.
• Strong verbal and written communication skills.
• Foster ongoing client relationships by troubleshooting escalated issues
• Ability to lead, influence and drive accountability.
• Provide oversight to managers and their teams to ensure follow-through on operational commitment and create efficiencies and cross-functional alignment.
• Develop and build leadership talent and capability within the team and direct reports. Provide stretch learning and development assignments to leaders.
• Responsible for driving the execution of a portfolio of projects, delegating responsibility to team members, project support resources and core contact center management

Key Qualifications

• Bachelor?s Degree; Advanced degree strongly preferred.
• 8 +  years of relevant experience; to include developing and executing strategies in a contact center environment
• Demonstrated effectiveness working in a highly matrixed organization.
• Excellent communication (oral and written), presentation and facilitation skills.
• Strong business and financial acumen.
• Expert in managing dependencies, steering teams towards milestones, and collaborating across multiple stakeholders and partners.
• Serves as an advocate and change agent, persuades and influences courageously at all levels of the organization.
• Communicates recommendations to management/senior business leaders through effective written and verbal communication.
• Anticipates internal stakeholder and external client needs, investigates the underlying causes and identifies short- and long-term solutions.
• Anticipates patterns and links; looks beyond the immediate problem to the wider implications; generates new solutions to complex problems.
• Demonstrated leadership skills; experience managing large, diverse teams with ability to motivate employees, handle difficult employee relation issues and create a culture that supports high employee morale.
• Demonstrated project management and organizational skills.
• Demonstrated ability to work cross-functionally in often-ambiguous situations to solve complex problems and improve quality and member/client experience.
• Ability to manage change, timelines and balance multiple deadlines in a very fast-paced environment.