Req ID#: 7840BR
Title: Director Call Centers FS
Department: Accounting/Finance
Company Name: Deluxe Corporation
Position Location: Lenexa, KS
Remote Work Location: No
Full Time/Part Time: Full Time
Shift Type: Traditional
Company Info:
Deluxe Corporation is an award winning provider that is launching new products, offering new services, and creating new ways to help small businesses and financial institutions succeed. We provide an environment that is dynamic, not bureaucratic and a structure that is rewarding, not routine, now we need you to provide the passion and expertise!
Job Description:
Job Summary
Responsible for the sales and operations of the FS call centers. Optimize client and customer satisfaction as well as program profitability by achieving all business objectives including those associated with service, quality, and productivity.
Accountabilities
1. Performance: Develop and maintain a sales and service culture that enables operational excellence through consistency of customer experience and performance. Enhance/maintain company brand through interactions with FI clients and customers that will be measured through customer satisfaction. Build continuity across sites and segments through sharing of best practices and standardization. Drive and achieve revenue and cost management goals for the call center organization.
2. Metrics: Proactively asses and manage overall performance. Develop and manage metrics that communicate performance against client and customer needs as well as operational effectiveness and efficiency. Work across Deluxe as well as outside in to measure best practices for call center performance.
3. Talent Management: Create a high-performing, customer-focused organization. Responsible for managing and directing the activities of 3 direct reports and multiple indirect reports. Lead the team to work together across the various sites and multiple other functional organizations. Aggressively select, develop and manage talent to improvement diversity mix, bench strength, and retention. Create a committed and engaged workforce by motivating, recognizing and communicating to all employees regularly that will be measured regularly through employee engagement. Support team by removing barriers impeding their success.
4. Organizational connectedness: This person will work closely with internal Deluxe partners to ensure alignment on priorities affecting the call centers to enable tighter performance management and increase overall organizational performance. Direct and integrated interaction and communication will be required with sales, marketing, other division call centers, and finance.
Required:
- Bachelors degree or equivalent
- 10 years experience in operations (preference for call center experience). Masters is a plus.
- A leader and motivator with the management, organization and interpersonal skills for their team as well as the stature to be a strong business partner to the rest of the organization.
- An effective communicator who engages by encouraging open communication, motivating through influence rather than power and building positive business relationships internally and externally. Can establish credibility with senior sales leaders, other business unit executives, and customers. Ability to get thoughts across to others, understand operational details and be able to gain agreement for fundamental change
- An action-oriented executive, who is self-motivated, focused, results-oriented, creative and innovative, with a can-do attitude.
- Has good people skills – can motivate, recruit, develop and retain high-potential people. Can lead people and processes to build a first-rate organization. Ability to lead and motivate others in a changing/matrixed environment
- A team-player who is energetic and has a strong work ethic. Is mature, personally and professionally.
- An intelligent executive with well-developed analytical and critical thinking skills. Guides and directs others in defining objectives, developing action plans, managing the execution, and achieving the desired results in the agreed-upon time frames
- Provide thought leadership to identify issues and opportunities, develop solutions, make recommendations and execute/manage the implementation. Utilizes conceptual thinking in complex or new situations.
- A trustworthy executive with a reputation for fairness, dependability and adherence to high ethical standards.
- A high-energy and flexible individual. Is prepared to travel in support of business development opportunities and other activities.
- A drive to develop a world-class capability and champion the value-added role it can bring to top management and operating executives.
- An executive with an appreciation for close collaboration among functional divisions across a company’s entire value chain.
- Customer-focused mindset. Recognize that our role is to assist in finding a winning way to do business while maintaining Financial Services profitability
- Fast paced, deadline driven environment where experience and knowledge is utilized in quick decision making.
- Tolerance for ambiguity. Ability to lead and make decisions in an environment where information may be incomplete.
- Ability to travel 25% of the time ??
Social Connections Please visit our Facebook site to ask questions, get updates, and to better understand our culture. http://www.facebook.com/deluxecareers
Pre-Employment Screening: Drug screen and background check required. EOE/M/F/D/V.
Title: Director Call Centers FS
Department: Accounting/Finance
Company Name: Deluxe Corporation
Position Location: Lenexa, KS
Remote Work Location: No
Full Time/Part Time: Full Time
Shift Type: Traditional
Company Info:
Deluxe Corporation is an award winning provider that is launching new products, offering new services, and creating new ways to help small businesses and financial institutions succeed. We provide an environment that is dynamic, not bureaucratic and a structure that is rewarding, not routine, now we need you to provide the passion and expertise!
Job Description:
Job Summary
Responsible for the sales and operations of the FS call centers. Optimize client and customer satisfaction as well as program profitability by achieving all business objectives including those associated with service, quality, and productivity.
Accountabilities
1. Performance: Develop and maintain a sales and service culture that enables operational excellence through consistency of customer experience and performance. Enhance/maintain company brand through interactions with FI clients and customers that will be measured through customer satisfaction. Build continuity across sites and segments through sharing of best practices and standardization. Drive and achieve revenue and cost management goals for the call center organization.
2. Metrics: Proactively asses and manage overall performance. Develop and manage metrics that communicate performance against client and customer needs as well as operational effectiveness and efficiency. Work across Deluxe as well as outside in to measure best practices for call center performance.
3. Talent Management: Create a high-performing, customer-focused organization. Responsible for managing and directing the activities of 3 direct reports and multiple indirect reports. Lead the team to work together across the various sites and multiple other functional organizations. Aggressively select, develop and manage talent to improvement diversity mix, bench strength, and retention. Create a committed and engaged workforce by motivating, recognizing and communicating to all employees regularly that will be measured regularly through employee engagement. Support team by removing barriers impeding their success.
4. Organizational connectedness: This person will work closely with internal Deluxe partners to ensure alignment on priorities affecting the call centers to enable tighter performance management and increase overall organizational performance. Direct and integrated interaction and communication will be required with sales, marketing, other division call centers, and finance.
Required:
- Bachelors degree or equivalent
- 10 years experience in operations (preference for call center experience). Masters is a plus.
- A leader and motivator with the management, organization and interpersonal skills for their team as well as the stature to be a strong business partner to the rest of the organization.
- An effective communicator who engages by encouraging open communication, motivating through influence rather than power and building positive business relationships internally and externally. Can establish credibility with senior sales leaders, other business unit executives, and customers. Ability to get thoughts across to others, understand operational details and be able to gain agreement for fundamental change
- An action-oriented executive, who is self-motivated, focused, results-oriented, creative and innovative, with a can-do attitude.
- Has good people skills – can motivate, recruit, develop and retain high-potential people. Can lead people and processes to build a first-rate organization. Ability to lead and motivate others in a changing/matrixed environment
- A team-player who is energetic and has a strong work ethic. Is mature, personally and professionally.
- An intelligent executive with well-developed analytical and critical thinking skills. Guides and directs others in defining objectives, developing action plans, managing the execution, and achieving the desired results in the agreed-upon time frames
- Provide thought leadership to identify issues and opportunities, develop solutions, make recommendations and execute/manage the implementation. Utilizes conceptual thinking in complex or new situations.
- A trustworthy executive with a reputation for fairness, dependability and adherence to high ethical standards.
- A high-energy and flexible individual. Is prepared to travel in support of business development opportunities and other activities.
- A drive to develop a world-class capability and champion the value-added role it can bring to top management and operating executives.
- An executive with an appreciation for close collaboration among functional divisions across a company’s entire value chain.
- Customer-focused mindset. Recognize that our role is to assist in finding a winning way to do business while maintaining Financial Services profitability
- Fast paced, deadline driven environment where experience and knowledge is utilized in quick decision making.
- Tolerance for ambiguity. Ability to lead and make decisions in an environment where information may be incomplete.
- Ability to travel 25% of the time ??
Social Connections Please visit our Facebook site to ask questions, get updates, and to better understand our culture. http://www.facebook.com/deluxecareers
Pre-Employment Screening: Drug screen and background check required. EOE/M/F/D/V.