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Director - Site Operations/Customer Service in Reno, NV at PODS

Date Posted: 6/12/2018

Job Snapshot

Job Description

PODS Enterprises LLC, a leader in the moving and storage industry, is growing. We are currently seeking a Director- Site Operations/Customer Service to join our newly created Sales & Service Center in Reno, Nevada.

The Director will be responsible for overall site operations for our growing Reno Sales & Service Center. This includes implementing, managing and executing critical sales & service deliverables. The Director will also be responsible for leading the Customer Service business unit within in the Sales & Service Center. They will work closely with Sales and Service Strategy owners and all internal partners (Logistics, Corporate Operations, IT, etc.) in identifying and resolving issues impacting the customer experience. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

SITE MANAGEMENT

  • Implement, track and reinforce operational strategy for growing sales and service center
  • Lead and manage site operations while effectively partnering with Sales and Service Strategy owners, workforce management, training, HR, IT and other support functions
  • Establish, maintain and promote an inclusive and high-performing culture to maximize operational efficiency
  • Collaborate with HR to attract, develop and retain talent to ensure business goals are attained
  • Responsible for communicating strategy to management/supervisory team and cascading goals and objectives to achieve desired results
  • Support staff by coaching, mentoring and effectively managing performance
  • Manage vendor/provider relationships

 

CUSTOMER SERVICE

 

  • Understand and manage standards, metrics, performance criteria, policies and procedures to continuously improve productivity and effectiveness
  • Work with management on forecasting activities and set performance goals and objectives accordingly
  • Review and develop customer service approaches and provide guidelines and best practices for maintaining competitive edge
  • Implement and maintain strategy on ensuring customer satisfaction on all transactions
  • Understand tools and technology used to manage KPIs and SLAs
  • Work with workforce management to manage call routing, ensure schedule adherence, and monitor attendance/punctuality
  • Maintain staffing levels to support business needs
  • Analyze and respond to changing market conditions, to include competitive benchmarking
  • Ensure work force is properly managed to increase customer retention, CSAT and adherence to business objectives
  • Provide team motivation and development
  • Handle escalated calls as necessary to ensure quality customer service
  • Responsible for the overall performance and productivity of the Supervisor and Customer Service Representatives reporting to this position
  • Understand and handle HR issues and policies that affect Supervisors and Representatives
  • Possess time management, planning, organizational and multi-tasking skills
  • Monitor results of third party outsource vendors (as appropriate)
  • Responsible for weekly payroll review and submission to ensure correct entries

Job Requirements

REQUIRED QUALIFICATIONS

 

  • Bachelor’s Degree preferred, or an equivalent combination of education and experience may be considered
  • 10+ years of experience in a contact center environment
  • 7+ years of supervisory and/or managerial experience
  • 2+ years of experience as a site director overseeing operations of a contact center
  • Proven track record of successful tactical implementation and execution of initiatives
  • Superior written and verbal communication skills
  • Project management experience required
  • Possess math skills sufficient to perform required duties
  • Or an equivalent combination of education, training or experience

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 Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

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