Director - Customer Care

The Director - Customer Care position is responsible for the day-to-day operations of approximately 350 employees across our Call Center, Workforce Management, and Support teams located onsite at our Ankeny, IA location. As the Director of Customer Service, you will oversee the daily operations and be responsible for labor costs, client satisfaction, service levels, internal Quality Assurance, as well as other ancillary KPIs. 

• Monitor productivity of representatives and generate reports
• Monitor individual and team dynamics and identify both positive and negative performance trends to act and attain goals and performance targets
• Determine work procedures, prepare work schedules, and expedite workflow
• Study and standardize procedures to improve efficiency
• Ensure training programs are in place for new hires, along with refresher training for current employees to ensure skills are kept up to date
• Manage the budgetary requirements of the department, ensuring staffing is accurate and meets the demands of the department
• Participate in the hiring, coaching, and termination of employees, with assistance from the Human Resources function
• Effectively facilitate team meetings and be responsible for current and effective communication for all team members

• Bachelor’s Degree or equivalent experience
• Minimum of 5 years’ experience in customer service management, with at least 3 years in a supervisory role
• Advanced computer skills – Microsoft Office Suite, with focus on Word, Excel, and Outlook
• Excellent verbal, telephone, and written communication skills
• Ability to multi-task and handle numerous assignments simultaneously
• Strong leadership skills and the ability to take initiative
• Excellent listening and feedback skills
• Ability to work well in a team environment
• Effective training and meeting skills
• Professional, positive, and enthusiastic attitude
• Proven performance management, coaching, and counseling skills
• Strong attention to detail and analytical skills
• Strong ability in making decisions regarding day-to-day issues
• Experience with process improvement initiatives
• Strong background in monitoring data for future forecasting

• Repetitive motions that include the wrists, hands and/or fingers
• Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
• Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus