Client Services Operations Director

CLIENT SERVICES OPERATIONS DIRECTOR – Evansville, IN

MEI’s Client Services department is seeking a proactive Client Services Operations Director who can cultivate relationships within the department and other internal areas. The Director will oversee internal client services operations to manage workflows, develop strategy and improvements, as well as trouble shoot client facing issues. The ideal candidate for this position will be creative and be able to help maintain work quality and good customer service. The successful candidate will also be responsible for collaborating with client account management and speaker services departments to improve customer support and enhance customer satisfaction. This position provides the opportunity to be a key player in the development and creation of processes as well as maintain the day-to-day dynamics of the Client Services team. Manages performance & provides coaching & development opportunities for direct reports. This position is professionally and personally rewarding for the leader who has the drive, ambition and confidence to embrace new challenges.

ESSENTIAL JOB FUNCTIONS

Primary areas of responsibility and tasks that may typically be expected include but are not limited to;

• Directs the operations of the organization’s contact center facility. Implements and reviews policies and operating structure of the contact center.
• Continually seeks opportunities to improve operations, including people, processes, and technologies
• Sets standards and guidelines for workflows and customer interactions to ensure that the expectations of the customers are met.
• Analyzes operations of the contact center and oversees any efficiency improvements.
• Oversees contact center KPI’s and quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs.
• Oversees the training program designs or process enhancements that correct quality issues.
• Analyze contact center patterns, including volumes, trends, attrition rates, and contact center representative productivity.
• Utilizes the analysis results to forecast contact center workload and builds resourcing and scheduling plans to meet business objectives.
• Work with client account management to implement updates and changes in business rules
• Work closely with project management team for solutions and enhancements.
• Monitors metrics in real time, as well as metric reporting to track KPI’s, service level targets, quality, and customer experience.

BEHAVIORAL COMPETENCIES

Supervisory: Actively engage with direct reports to monitor workload. Recruit, train, supervise and evaluate departmental staff.

Professionalism: Reacts well under pressure; treats others with respect and consideration; presents oneself with integrity, confidence and professionalism.

Accountability: Displays a strong commitment to organizational success and inspires others to commit to goals; presents oneself as a credible representative of our company to maintain client and employee trust.

Results Orientation: Consistently delivers required results; consistently complies with quality standards and meets deadlines; maintains focus on company service levels.

Customer Service: Understands that all MEI’s employees have external and/or internal customers that they provide services and information to; honors all of MEI’s commitments to customers/venues by providing helpful, courteous, responsive and knowledgeable customer service.

Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative compliant solutions; works well in group and individual problem solving situations; encourages others to develop solutions.

Teamwork: Works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains friendly and confident demeanor; values the contributions of others.

Interpersonal Skills: Mentors team through trust and respect; serve as a positive role model. Focuses on solving conflict; maintains confidentiality.

EDUCATION, EXPERIENCE AND/OR CERTIFICATIONS

• Requires a bachelor’s degree in business or related experience.
• 5-10 year experience in managing functions that support call center activity such as workforce management, analytics, reporting, and process improvement
• Advanced knowledge of Microsoft Office (Word, Excel, PowerPoint) required
• Demonstrated experience working with internal systems including call center phone systems
• Demonstrated leadership skills in a team-based environment and the ability to motivate and empower employees.

JOB COMPETENCIES

• Analytical skills, understanding of basic statistics and continuous improvement methodologies.
• Ability to express ideas in a clear and concise manner
• Strong consensus building ability with effective conflict resolution and negotiation skills
• Ability to take initiative and effect change
• Excellent interpersonal, written, and oral communication skills.
• Excellent organizational and detail orientation

WORK ENVIRONMENT

This job operates in a professional office environment. The role routinely uses standard office equipment such as computer, phones and copy machines.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee’s job is sedentary. Will use repetitive motion of hand-write in using computers. Must have normal range of vision to complete paperwork and review documentation; hearing and speech to communicate with vendors, contractors, co-workers, employees, managers, on the telephone and/or in person on a frequent basis.

Job Type: Full-time

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off