Director of Customer Service

Posted 4 days ago
The State of Oklahoma, Oklahoma County, OK, Openings : 1,
Apply Here Job Description : Job Posting Title Director of Customer Service Agency 978 OKLAHOMA TURNPIKE AUTHORITY Supervisory Organization Executive Maintenance Eng &amp Const –Neal A McCaleb Transportation Building Job Posting End Date (Continuous if Blank) July 10, 2024 Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above. Estimated Appointment End Date (Continuous if Blank) Full/Part-Time Full time Job Type Regular Compensation $145,000.00 Job Description Position Overview This is a full-time position located in office, on-site in Oklahoma City, OK. As the Director of Customer Service for the Oklahoma Turnpike Authority, you will be responsible for overseeing and leading the customer service team to ensure the delivery of high-quality customer service. This role is responsible for planning, developing, and implementing strategies and operations that improve customer satisfaction and loyalty. The Customer Service Director manages customer service teams, setting service goals, and ensuring that the OTA meets its customer service objectives. The Customer Service division is a multi-lingual contact center that receives an average of 100,000 inbound calls per month. The Customer Service division operates multiple locations across Oklahoma. Compensation
  • Up to $145,000.00 based on education and experience.
Primary Duties and Responsibilities
  • Create efficiencies through leveraging technology, including Artificial Intelligence to produce operational efficiencies.
  • Plans, budgets, organizes, oversees, coordinates, and manages the day-to-day operations including personnel management, budgeting, and other related administrative functions of the Customer Service Division
  • Ensure high levels of customer satisfaction supporting the traveling public by providing easy accessibility to customer account management, addressing and resolving complex customer issues and complaints promptly and effectively.
  • Drives the effective use of Customer Service resources to maximize productivity and customer service, while ensuring process improvement, quality, efficiency, and error-reduction initiatives for Call Center operations, and customer service delivery.
  • Establishes performance metrics for customer service representatives and establishes service levels including requirements for the division.
  • Develops and oversees department performance measures, ensuring that they are consistently achieved, and sufficient resources are available to provide the highest level of customer service.
  • Lead, mentor, and manage the customer service team, including managers, supervisors, and representatives. Foster a positive and productive work environment.
  • Oversees quality assurance program, monitors employee performance provides feedback, and ensures procedures are continuously reviewed and updated as necessary.
  • Oversee training and development program for the customer service team to enhance their skills and knowledge.
  • Develop and implement customer service strategies aligned with OTA’s goals and objectives. Identify opportunities for service improvements and innovation.
  • Prepares Customer Service Division budget, monitors expenses, and provides effective cost control oversight.
  • Work closely with other OTA divisions to ensure a seamless customer experience assisting in developing innovative technical and non-technical solutions.
  • Manages multiple facets of the business maintain tasks, develops timelines, allocates resources, and executes tasks and resources to complete projects on time.
  • Represent the Authority in contacts with public officials, authority members, contractors, peers, industry professionals, and the general public, answering questions, providing assistance, and resolving problems in relation to all customer service matters.
Knowledge, Skills, and Abilities: Knowledge of supervisory principles and practices call center principles and measurements of performance workforce management tools and approaches quality assurance management techniques and approaches customer contact and telephony systems business communications and interviewing techniques. Ability to plan, direct and coordinate the activities of others to analyze and resolve administrative and performance management or staff development problems to communicate effectively, both orally and in writing to organize and conduct several projects simultaneously to identify key data components and how to extract for data analysis and/or operational performance improvements to analyze complex situations and adopt an appropriate course of action to work with and supervise a team and to operate modern office equipment including computer equipment and specialized software applications including the Microsoft Office suite (Excel, Project, PowerPoint, Word, and Outlook.). Physical Demands and Work Environment
  • This position works in a comfortable office setting with a computer for a large percentage of the workday.
  • Frequent in-state travel to remote service center locations
  • The noise level in the work environment is usually mild.
  • This position is not eligible for remote work.
Minimum Qualifications
  • A bachelors degree and five years of professional call/contact center management, customer service, or related professional experience, including two years of experience in a supervisory or managerial capacity or an equivalent combination of education and experience, substituting one year of qualifying experience for each year of the required education. No substitution for the required supervisory/managerial experience.
Preferred Requirements, Special Skills or Knowledge
  • Tolling industry experience and All Electronic Tolling (AET) systems and processes is preferred.
  • Vendor management experience
Benefits Highlights OTA is proud to provide a comprehensive benefits package designed to support our employees and their dependents. Our benefits include:
  • Benefit allowance based on dependents that are covered on health insurance.
  • Several health, dental and vision options for both employees and employees + dependents.
  • 11 paid Holidays, 15 days of Vacation and 15 days of Sick Leave per year.
  • Retirement Savings Plans.
  • Longevity Pay, based on the employee’s years of service.
About OTA Partnering with others, we provide our customers with a choice of a safe, convenient, efficient, user-funded transportation network focusing on fiscal responsibility and promoting economic development. OTA is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request. Equal Opportunity Employment The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability. Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub . Last Date For Apply: 2024-09-27 00:00:00 Job Type : FULL_TIME, Employment Type : FULL_TIMEApply Here