JOB SUMMARY: 

 

The Director of Client Care is responsible for leading a team of 25 to 30 client care professionals to drive world class service, efficiency, and client experience.  In addition to managing the client care team organization and related enabling technologies, he/she must continue to build a culture of superior customer service and efficiency based on recognized benchmarks, measurement of outcomes, and customer service metrics. 

 

This position will be located in Nashville, TN and will report to the SVP, North American Operations and Client Care, Background Screening.

 

 

ESSENTIAL FUNCTIONS:  

 

·         Lead and motivate the client care team to achieve exceptional operational results

·         Analyze and apply insight from CRM, ACD, and client satisfaction survey data in real time to improve the satisfaction and retention of clients

·         Implement new process improvements, performance metrics, workflow changes, and technology tools as required

·         Evaluate, train, and mentor team members to achieve exceptional results and individual career objectives

·         Build relationships and expand business opportunities with key customers

·         Coordinate with sales teams to ensure all potential opportunities are captured

·         Manage expenses to budget and business objectives

·         Monitor, analyze, and improve the quality and productivity of client care teams and processes

·         Create and maintain internal and external communications programs, ensuring that clients and the client care team are fully informed of issues, trends, and opportunities

 

 

CANDIDATE EDUCATION / EXPERIENCE: 

 

·         Minimum 7 years experience in client care leadership roles managing services for multiple teams and product lines, business services preferred

·         Education - Bachelor's Degree preferred (or a combination of education and at least 7 years of client care management)

·         Experience implementing and managing the following:

a.    A CRM-driven service model

b.    An enterprise ACD, Cisco preferred

c.    Web-based service processes

·         Demonstrated expertise in leadership roles in client care environments servicing hundreds or thousands of client companies

·         Demonstrated knowledge of service operation principles with particular focus on workflow processes, techniques of measuring them, introduction of process improvement and resource allocation

·         Ability to take a strategic approach to problem solving and carrying strategy through to its tactical implementation

·         Strong communication skills (written and verbal)

·         Excellent leadership, negotiation, team building skills

·         Must be detail and process oriented, requiring demonstrated excellence in client management.

·         Must be proficient in MS office products, i.e. Word, Excel, PowerPoint and Project Management.  Proficiency in Visio and MS Access a plus.

·         Excellent interpersonal and communication skills (listening, verbal, written presentation)

a.    Must demonstrate the ability to work collegially and effectively with current and potential clients, as well as staff at all levels of company (Kroll, MMC).

b.    Ability to communicate effectively particularly with external clients and internal colleagues demonstrating the ability to reach the desired project outcome.

c.    Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

d.    Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information

e.    Presentations - presenting information, including project plans and proposed technical solutions via phone and Web

·         Must be:

a.    flexible, enthusiastic, demonstrate resourcefulness and possess good interpersonal skills with a professional demeanor at all times.

b.    able to think independently or in a team environment and make sound decisions

 

 

COMPETENCIES: 

 

·         Problem Solving -Asks intelligent questions and probes sources for answers; can identify underlying issues or patterns; looks beyond the obvious and does not stop at the first answers

·         Organizing -Marshals resources to get things done; orchestrates multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information in a useful manner

·         Negotiating  -Can negotiate skillfully in tough situations with both internal and external groups; can win concessions with out damaging relationships

·         Internal and External Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind; establishes and maintains effective relationships with customers to gain their trust and respect

·         Drive for Results- Goal oriented, outcome focused. Aggressively and creatively overcomes obstacles. Regularly meets/exceeds expectations

·         Planning - Accurately scopes out length and difficulty of tasks and projects; breaks down work into the process steps, develops schedules and task/people assignments

·         Fostering Strategic Relationships - We believe in building strong cross functional and cross organizational partnerships tofurther our mission and vision.

·         Communicating Effectively - Listening, Presenting, Verbal, Written

·         Interpersonal Savvy - Relates well to others; builds, establishes and maintains effective relationships

·         Business Acumen- knows how businesses work; knowledgeable in current and possible future policies practices, trends, technology and information affecting his/her business organization

 

 

PHYSICAL REQUIREMENTS: 

·         Sitting for long periods of time in close proximity to a computer screen.

·         Lifting may be required up to approximately 30 pounds.

 

TRAVEL REQUIREMENTS:

 Some business travel is required, no more than 10-20%.

 

WORK ENVIRONMENT:

·         Climate-controlled office building located on a campus and composed of offices, cubicles, conference rooms and computer data center.

·         Individual must have the ability to work independently and as a member of a team.

 

 

Job descriptions are not intended and should not be construed to be all inclusive lists of responsibilities, requirements or working conditions associated with a job.  While the job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties from particular jobs as it deems necessary.


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