Director of Customer Solutions Center
| Company | Simply Business |
|---|---|
| Location | Boston, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelors Degree Required
- Minimum of 5 years of Contact Center management or similar experience
- Property & Casualty license preferred or to be obtained within 90 days of employment
- Proven track record of driving team success, managing to metrics, and ensuring customer satisfaction
- Experience leading remote/hybrid teams a plus
- Passion for developing people and leading high-performing teams
- Ability to influence cross-functionally to drive initiatives forward
- Monthly travel to Boston HQ required
Responsibilities
- Manage performance across your Sales and Service teams to meet or exceed revenue, cost, efficiency, and quality targets
- Analyze KPIs, manage to OKRs, and proactively identify areas for improvement
- Lead initiatives to introduce automation and digitization where possible
- Seek out technology and innovative solutions to bolster efficiency and streamline operations
- Identify opportunities for continuous improvement as the business scales
- Recruit, lead, and develop a high-performing team
- Partner closely with Talent Acquisition in attracting high-caliber sales and service talent
- Work closely with the CSC Training team to effectively onboard new talent to achieve strong performance
- Motivate and inspire your team to achieve or exceed its goals while maintaining a great culture and fostering strong employee engagement
- Work closely with our workforce planner to anticipate and plan for staffing needs as the business evolves
- Collaborate with marketing, product, and other stakeholders to support new initiatives and ensure a seamless customer experience
- Ensure compliance with regulatory standards and company policies/processes
Preferred Qualifications
- Experience leading remote/hybrid teams a plus