What Does A Customer Service Director Do At Randstad
* Source, recruit, interview, onboard, and train new team members* Strategically plan team initiatives, improve current processes, and prepare & execute action plans* Prepare budget on quarterly and annual basis, forecast various projections, analyze data* Establish new metrics and maintain oversight in a top-down fashion* Provide new ideas and resources to improve customer satisfaction* Perceive issues and implement change and corrective action* Maintain headcount and overall staff satisfaction* Leverage immense network for professional success* Working hours: Monday* Friday, 9am* pm
What Does A Customer Service Director Do At Unitedhealth Group
Provide leadership for managers and supervisors, as well as the 150+ customer service advocates in an inbound call center environment Day to day oversight of 24/7 call center and daily metrics Manage key performance indicators (KPI) for service metrics daily, weekly, monthly Drive efforts to ensure best-in-class service delivery and efficiency in alignment with organizational service and compliance goals Define, communicate, and implement a best in class customer service value model Partner with other departments and management to accommodate timely and complete issue resolution Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model Engage in cross-functional tactical process design to support end-to-end issue resolution Identify and resolve technical, operational and organizational issues Market focus with ability to deliver internal capabilities that drive significant improvement in customer satisfaction Ability to drive change and influence individuals at all levels in the organization Ability to translate business strategies into clear objectives for the team Excellent team leadership, project management and program management skills Maintains positive, constructive working relationships internal customers Demonstrates solid understanding of the organization's mission and strategy Strong ability to articulate and manage an end-to-end business model Interact / present to high touch clients Transition business / migrate business into core OptumRx's processes Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers
What Does A Customer Service Director Do At The Hanover Insurance Group
* Ongoing activities associated with work product qualityTalent/Performance Management* Develop leaders as part of succession planning / Promote talent management for succession planning* Leads decisions for hiring Managers within their operation* Responsible to monitor volume and business plans, make timely staffing recommendations within established models* Leads strategy development and decision making and is responsible for effective implementation for applicable unit/team.* Responsible to identify and provide developmental opportunities through coaching and mentoring* Leads performance management by setting cascading goals, giving and receiving feedback, documenting and delivering performance reviews, addressing performance issues, creating and implementing development plans while conforming to policies and other internal procedures* Responsible for salary administration recommendations that are directly linked to individual performance* Utilizes technology and talent management to increase efficiency and scalability to support growth and service initiatives.* Daily oversight of resources, workflow and processes* Champions process management, analysis, & design to deliver best-in-class response times, & output quality.* Drives & coordinates process to continually improve service, reduce expense, increase responsiveness & flexibility, & manage growth & change* Promotes and builds a flexible and responsive operating model.* Ensures consistent, timely delivery of service to Agents and Field.* Develops and improves processes and resources to respond quickly and effectively to both routine and ad-hoc requests for service and support from Agents, Field and Compliance.* Develops and uses cost-benefit analyses for resource and program prioritization.* Evaluates and resolves competing priorities based on forecast and desired outcomes, and tracks and adjusts both priorities and resources based on measured results.* Builds positive relationships with internal/external customers to accomplish organizational goals* Champion cross-functional & cross site collaboration to identify & promote operations best practices.* Effectively leads & coordinates activities between site & shared resources, including Analysts, Training, Quality Assurance, Financial Operations, & Technology.* Lead, create & support key relationships with Agents, Field, State Management, & internal & external stakeholders.* Act as an expert resource for direct reports, other teams, business units and PL & CL leadership* Responsible for communicating results/issues to senior level management.* Lead initiatives that support business strategies and financial goals
What Does A Customer Service Director Do At Sava Senior Care
* Oversees the utilization of the Customer Service model at the District's facilities to ensure the customer service philosophy and strategies are appropriately in place.* Provides education and training regarding TLC and the Ambassador Program for facility employees* Drives the District's annual Customer Satisfaction Survey.* Reviews results and provides feedback and improvement recommendations for facility implementation.* Screens and hires Customer Service Coordinators* Provides direction and coaching to facility Customer Service Coordinators in standards of solid customer service.* Develops and implements a customer service systems review with expected measurable outcomes including accurate and timely resident and family feedback.* Analyzes collected data and collaborates with facilities to develop process improvements.* Other duties as assigned* Position Requirements
What Does A Customer Service Director Do At Hubbell
* Ensure operational strategy, goals and objectives for customer service organizations are properly aligned with company s overall business goals and objectives Maximize operational efficiencies to drive continuous improvements in overall customer service experience Analyze various sources of customer data to derive insights and drive improvements to the customer experience through people, process or technology initiatives Ensure cross functional coordination and execution of improvement opportunities in customer-impacted processes Build and maintain relationships with customers.* Attend industry events and visit customers as needed Develop and implement operating procedures for the department Develop departmental budget and controls expenses within the budget plan Oversee order processing activities to ensure customer product and orders will be filled accurately and timely Ensure quotation process is completed accordingly to deadlines including terms and conditions review Implement procedures and provides guidance to ensure customer inquiries and complaints are handled and processed in accordance with Company objectives Oversee the continued drive for Ecommerce initiatives with EDI, VMI, IDW, and other related solutions Execute new or changing services utilizing change management processes and ensuring contractual alignment Ensure overall service and effectiveness to drive customer satisfaction and improved customer experience Responsible for HPS performance and contract execution of Alliance customers in order to insure the platform is meeting our committed on-time performance levels.* Oversee research, development, implementation and promotion of new business solutions for all customers to enhance customer experience and achieve growth and market performance.* Ensures training, development, and enrichment initiatives for individuals, teams, and the customer service organization Evaluate team workload and provides guidance to insure all business needs are being addressed
