The Director of Customer Care Center Operations will staff and manage the billing and order management functions in the Customer Care Center, ensure the integrity of the billing and order management processes, plan, organize and monitor the use of resources required to provide quality service to customers within the financial, operational and quality parameters assigned; ensure implementation of all human resources development functions including hiring, training and annual performance evaluations; maintain strong collaborative relationships with Area and Region leader, and other Customer Care Centers; and, drive and implement change in the organization. Through extensive business and RICOH network knowledge, acts as a catalyst for change that will result in improved operational performance. Responsible for the analysis of operational information to assess, interpret and predict business performance to support management decisions. Works with functional leaders to drive SOX compliance and evaluate controls to drive operational improvements.
JOB DUTIES AND RESPONSIBILITIES
Staffs, manages, and oversees all aspects of billing, order management and other teams and functions located in a Customer Care Center (200 -- 500+ employees) and the associated Areas/Region.
Leads, motivates, and provides direction to the billing and order management teams.
Ensures integrity of the billing and order management processes.
Assesses quality of services rendered by workforce and take corrective action when needed.
Evaluates enhancement of customer care operations by studying functionality of systems, staff procedures and overall productivity.
Plans, organizes, and monitors the use of resources required to provide quality service to customers within the financial, operational, and quality parameters assigned.
Monitors and tracks internal processes with a view in the future to drive cost efficiencies to reduce service delivery costs.
Directs the implementation, tracking, analysis and evaluation of policies and procedures to drive cost efficiencies and enhance accurate, timely processing of order management information. Provides feedback to Director of Customer Care Center.
Participates in the design and implementation of the workforce development plan including hiring, training, and performance management.
Builds subject matter expertise within the team to enhance operational quality and limit attrition.
Manages organization structure changes to align with company model.
Builds and maintains strategic / collaborative relationships with Area and Region leadership teams and other partners (e.g. Supply Chain etc).
Ensures appropriate level of customer and Area visits on a consistent basis.
Drives and implements change in the organization.
Sets productivity goals for department, and works with the Managers to monitor performance against these objectives.
Works with Fact-Based Management team to define and fix root cause billing and order management issues.
QUALIFICATIONS (Education, Experience, And Certifications)
Bachelors Degree in (preferably in Business Administration or Management) or equivalent business experience in business-to-business environment is required.
A minimum of 10 years related experience is required with a minimum of 5 years of management or supervisory experience, preferably managing various management levels
Strong experience in leading large diverse teams.
Experience in billing, order management, customer service, supply chain, distribution and office products strongly preferred.
Proven track record of leadership experience at a Senior Level
Proven track record of relationship building with both internal and external customers.
Proven track record of setting and achieving goals by defining and prioritizing specific, realistic objectives.
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