Director, Customer Care Center

Headquarters Careers At Servpro Industries • Gallatin, TN

1d

About The Position

The Director, Customer Care Center, is responsible for providing strategic leadership and oversight for the Customer Care Contact Center functions across multiple contact channels (phone, email, chat, etc.) and continuous improvement to deliver revenue and profit growth, high levels of customer and franchise satisfaction, and service level achievement, while supporting the Companys strategic initiatives. This leader will support functions such as new customer intake, lead assignments to franchises, existing customer support, franchise support, and client support. This role will lead multiple direct reports including Care Center supervisors, along with overseeing a Care Center team which provides exceptional customer service in a 24/7/365 environment. They will provide leadership that includes strategies, policies, procedures, goals, metrics, and programs for the department. Additionally, this leader will be growth and technology oriented, leading the call center to a more modern, world-class customer care center. You will 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.

Requirements

• 7+ years successful experience in contact center management-preferably with property insurance or home services
• Leadership experience
• Proven ability to coach and develop others, provide feedback and actively listen
• Passionate about engaging and developing high performing teams
• Collaborative
• Works collaboratively with the team and business partners to overcome challenges and achieve shared goals
• Advanced data acumen
• Tracks, analyzes, and reports performance data, taking action to achieve performance goals and objectives
• Excellent Communication Skills
• Strong verbal and written communication skills
• Ability to deliver professional presentations confidently to all levels of leadership
• Proficiency with Microsoft Office products is required
• Strategic thinking with tactical execution ability is key
• Proven experience defining and driving successful implementation of improvements through both process re-engineering and incorporation of tools and technology
• Advanced experience with IVR, workforce management, telephony, and other call center software systems
• Bachelors degree, from an accredited college or university, in business or another related field
• Any suitable combination of education or experience will be considered

Nice To Haves

• Franchise experience a plus
• Business Process Outsourcing (BPO) services a plus
• Familiarity with the emerging contact center technologies and AI desired

Responsibilities

• Providing strategic leadership and oversight for the Customer Care Contact Center functions across multiple contact channels (phone, email, chat, etc.)
• Continuous improvement to deliver revenue and profit growth, high levels of customer and franchise satisfaction, and service level achievement, while supporting the Companys strategic initiatives
• Support functions such as new customer intake, lead assignments to franchises, existing customer support, franchise support, and client support
• Lead multiple direct reports including Care Center supervisors, along with overseeing a Care Center team which provides exceptional customer service in a 24/7/365 environment
• Provide leadership that includes strategies, policies, procedures, goals, metrics, and programs for the department
• Lead the call center to a more modern, world-class customer care center
• 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
• Drive 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
• Deploy 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

Benefits

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 251-500 employees