Director Customer Service

Clean Harbors, Inc.•Norwell, MA

63d

About The Position

Clean Harbors is committed to complying with applicable pay transparency laws and ensuring fair and equitable compensation. The posted salary range reflects the minimum and maximum target for this role. Final compensation may vary based on factors such as location, experience, skills, and business needs. In addition to the base salary, some roles may be eligible for bonus or incentive compensation and a comprehensive benefits package.

Requirements

Bachelor's degree in Business Administration, Management, or a related field
Minimum of 7 years of experience in call center management or operations, with a proven track record of success.
Strong understanding of call center metrics and performance management.
Excellent leadership, coaching, and team-building skills.
Exceptional analytical and problem-solving abilities.
Ability to thrive in a fast-paced, dynamic environment.
Proficient in call center technology and software systems.

Nice To Haves

Master's degree preferred.

Responsibilities

Develop and implement operational strategies to optimize call center performance and achieve business goals.
Lead, mentor, and develop a team of call center managers and staff, fostering a culture of excellence and accountability.
Monitor key performance indicators (KPIs) and analyze data to identify trends, areas for improvement, and opportunities for innovation. Reporting to executive management.
Collaborate with cross-functional teams to ensure alignment on company goals and customer service objectives.
Manage budgeting and resource allocation for the call center, ensuring cost-effective operations.
Drive initiatives to enhance customer satisfaction and loyalty, implementing best practices in service delivery.
Stay current on industry trends and emerging technologies to leverage new tools and methodologies for improved performance.
Develop and maintain strong relationships with internal stakeholders and external partners.

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