VP Customer Service – Efficiency and Effectiveness
Greater Boston Area
3 days ago
Be responsible for the efficiency and effectiveness of the 500 (soon to be 1,000+) CSRs who support all of our constituents. Our people are in multiple sites across the US and Europe, in office, work-from-home, and outsourced set-ups.
Lead the teams that help you do your work. Today those teams includes scheduling, workforce management, training, quality assurance, and strategic projects.
Refine the processes and tools we have in place – and invent, buy, or build different and better ones when it’s time to do so. We don’t have sacred cows.
Work closely with our data analysts to invent and refine metrics, ferret out problems, calculate ROIs, and track improvements. We’re huge believers in the enabling power of objective-yet-nuanced data.
Work closely with our software developers to build or buy better tooling. We’re huge believers in the enabling power of clever-yet-pragmatic technology.
Work closely with our CSRs and their leaders, helping roll out your refinements and new processes, and ensuring they’re practicable and welcomed by the CSRs.