Sr. Director of Customer Service
Location | Oakland |
Date Posted | December 15, 2022 |
Category |
Call Centre / CustomerService
|
Job Type |
Not Specified
|
Description
- Customer Service Leadership
- Develop and maintain best practice tools and SOPs to support Client Project Managers in carrying out their responsibilities.
- Develop suite of Key Performance Indicators (KPIs) to evaluate Client Project Manager (CPM) performance.
- Support Home Office Team (HOT) departments in rollout and implementation of customer support related communications and initiatives.
- Design and Execute project based work in support of management function.
- Support in the hiring, onboarding and training of staff on the Customer Service team.
- Contribute feedback on Client Project Managers for annual performance reviews.
- Manage development of annual Customer Handbooks and necessary updates throughout the year, including versions to support district platforms (ex: food service, buffet, etc.)