Director of Call Center Operations

Clean Harbors Environmental Services • Full-time • Jacksonville, FL, US • 2w ago

Job Description

Responsible for the leadership, management and oversight of the department, including managing resources to ensure that departmental objectives are met, organizing and assigning staff to projects as they arise, ensuring completion in a timely manner and managing departmental personnel

Responsibilities

Take a leadership role in the implementation of new systems, procedures and strategic initiatives.
Recommend and implement strategies for process improvement, quality improvement and service improvement
Takes a leadership role in Identifying and communicating system needs and priorities and work

with MIS on design elements

Leads, motivates and develops staff so that they are committed to working effectively and toward continual improvement.
Ensures that all business transactions managed within the department are performed in compliance with company policies and procedures.
Maintain ongoing communication with sales and operations personnel to ensure that all customer (internal and external) needs are being met
Understands the customer's needs (internal and external customers) and develops mutually beneficial system or process improvements
Acts as a resource for the company in the areas of the proactive program, order management, best in class customer support and related areas
Provide management reports detailing various aspects or highlights of the central customer service program or activities
Ensure that all department personnel are properly trained on standard operating procedures, business process flows and information systems.

Other Duties as Assigned

Qualifications

Bachelor's Degree Business/Environmental Science/Related
Experience: 7 to 10 years
Alternative combinations of education and experience may be accepted in lieu of degree.
Certificate or License
Knowledge, Skills, & Abilities/Competencies
Strong customer service skills
Strong written and verbal communication skills
Ability to multitask.
Detail oriented
Ability to work in a team environment.
Works without supervision
Must be decisive and take initiative in problem resolution.
Strong customer focus
Project management abilities
Leadership skills
Industry specific experience
Extensive customer service experience
Management experience