CUSTOMER SERVICE DIRECTOR SKILLS, EXPERIENCE, AND JOB REQUIREMENTS
Published: September 12, 2024 - The Customer Service Director adept at managing large, complex contracts with service providers, enhancing team performance through superior leadership, and implementing effective budgeting and planning. This position demonstrates a deep understanding of client needs and contractual obligations, alongside proven prowess in leading sizable customer service teams in B2B, B2C, and retail sectors. This role excels in directing strategic initiatives across multiple contact centers, delivering innovative service solutions while ensuring adherence to high-quality standards and operational excellence.
Essential Hard and Soft Skills for a Standout Customer Service Director Resume
- Data Analysis
- CRM Software Proficiency
- Strategic Planning
- Financial Forecasting
- Project Management
- Regulatory Compliance
- Performance Metrics Evaluation
- IT Proficiency
- Process Improvement
- Quality Assurance
- Leadership
- Communication
- Problem Solving
- Empathy
- Adaptability
- Conflict Resolution
- Team Building
- Patience
- Negotiation
- Decision Making
Summary of Customer Service Director Knowledge and Qualifications on Resume
1. BA in Communication with 7 years of Experience
- Able to hold your own ground yet work collaboratively with cross-functional partners.
- Experience working with employees at all levels of a company.
- Ability to influence key stakeholders and teams without direct authority.
- Experience in CX, customer success work
- Experience in scaling and leading a growing team within a digital / e-commerce environment
- Experience working with and optimizing Customer Service Software
- Experience creating, evaluating, and improving processes that enable a customer-success organization to scale and deliver tangible business benefits
- Knowledge of resource allocation, demand, and capacity planning
- Experience working with internal product/development teams to influence future product releases based on customer feedback
- Prior experience working in an early-stage startup in the health or wellness industries
- Experience working with Zendesk
2. BS in Business Administration with 6 years of Experience
- Strong background in running operational teams with business experience in implementing processes and programs that create a high-performing team.
- Experience developing, implementing, and executing successful customer experience strategies that align with the company’s strategic goals.
- Understanding of customer service processes including the development and execution of strategy and processes
- Exceptional communication skills including verbal, written, listening and presentation skills required
- Strong ability to think critically and creatively as well as display high levels of problem-solving skills
- Proven change management skills including people, process, systems, and performance measurements
- Extensive experience in managing operational customer service teams
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Established track record of exceeding targets, KPIs SLAs, in a quality-led, legislative-compliant environment.
- Ability to motivate and communicate with team members and cross-functional teams at all levels.
3. BA in Psychology with 8 years of Experience
- Proficient in all policies, workflows, and systems within the customer service department.
- Strong understanding of business model, products and services offered and how our clients leverage Benson’s Centralized Marketing Platform (CMP).
- Able to meet with high-level customer contacts and be seen as highly knowledgeable and credible.
- Ability to set sales targets including designing and implementing a successful sales strategy.
- Strong analytical and problem-solving skills with the ability to assess and communicate risks.
- Excellent presentation skills with the ability to interpret and present complex data in an effective and useful manner to the audience.
- Provides servant leadership, technical guidance, and mentoring to others in areas of expertise.
- Strong project management skills including information gathering, project planning, and working effectively with internal teams and external vendors.
- Ability to provide direction to leaders within other departments.
- Understanding of product costing and ability to calculate margins and revenue opportunities.
- Able to communicate complex solutions and recommendations to audiences without deep technical skills.
4. BS in Marketing with 7 years of Experience
- Experience managing large complex contracts with managed service providers
- Superior people management and leadership skills, together with professional standards of planning and budgeting.
- Excellent project management skills,
- In-depth understanding of Client business and IT needs and Fujitsu’s contractual obligations in meeting these needs.
- Experience in leading large-scale B2B, B2C, or retail customer service organizations (or a comparable business environment) of a least 100 team members
- Experience in selecting, implementing, and managing customer systems vendors to operate successfully in field sales partner and direct-to-consumer models
- Experience in providing strategic direction across multiple contact centers (remote and in-house) on success factors and can cast a vision for exceptional and innovative customer service
- Strong attention to detail with the ability to meet deadlines ensuring effective task management.
- Excellent communication skills, both written and verbal.
- Capable of working independently and quickly grasping business processes and procedures.
- Ability to follow processes to meet the company’s high-quality control standards.
- Able to thrive in a fast-paced environment.
- Strong skills in Microsoft Office Suite
5. BA in Sociology with 8 years of Experience
- Experience within a customer service call-center environment, preferably at a health plan, managed care organization, third-party administrator, or other healthcare entity
- Experience at a management level position, managing large teams in a call center environment
- Experience demonstrating strong knowledge of leadership and professional development to assigned direct reports
- Ability to easily manage and be flexible to fluctuations in demand of work and growth; effectively manage by reporting and strategizing on resource needs.
- Exceptional problem solver with the ability to handle difficult situations; proven ability to remain calm in the face of a challenge and understanding of when and how to escalate an issue.
- Strong communication skills (both written and oral)
- Strong analytical and organizational skills
- Ability to work collaboratively across partners/organizations
- Models leadership and takes initiative
- Strong working knowledge of communication channel operations (phone, email and live chat systems)
- Proficient with Microsoft Office tools including Excel and Word
- Experience within a customer service call center environment, preferably at a health plan, managed care organization, third-party administrator, or other healthcare entity
6. BS in Management with 7 years of Experience
- Strong knowledge of Managed Care, Medicaid, and Medicare experience
- Significant inbound/outbound call center management experience including operations, performance metrics, continuous improvement, and process excellence and proven ability to scale call center operations to more than 500 CSRs.
- Demonstrated ability to formulate and execute business strategy to meet the strategic needs of the organization.
- Call center software application knowledge
- Experience leading teams in matrixed organization structure
- Advanced written and verbal communication skills with the ability to be persuasive
- Project management experience or equivalent experience leading cross-functional teams to successful completion of projects
- Passion for serving vulnerable populations
- A proven track record of success with both individual and collaborative problem-solving, showing demonstrable evidence of sound judgment and decision-making
- Entrepreneurial mindset geared toward the creation, execution and continuous improvement of health plan operations and implementations
- Exceptional organizational skills
- Exceptional active listening, communication and presentation skills