Director of Service

 
The NXT Director of Service has the ability to harness student insight and inspire others to do their best work. The individual in this role must possess strong analytical skills and be able to use data to strategically plan and problem solve. This position, which reports directly to the Executive Director of our KTP Call Center (NXT), requires a high degree of engagement with staff and will meet objectives by enlisting commitment and buy-in from others. While strong initiative and self-direction are necessary in this role, collaboration will be key for success. The NXT Director of Service will be directly responsible for maintaining Kaplan’s positive and vibrant culture, keeping engagement high and ensuring direct reports are properly managed and developed. 

PRIMARY RESPONSIBILITIES

• Oversees all aspects of people management including: selection, development, performance management, workforce management, coaching, and motivation
• Provides day to day leadership of the customer service function ensuring peak performance from the team and all service partners
• Develops, coaches, and creates employee engagement action plans that drive performance and maximize customer service
• Grows and develops management team through living Performance Development Plans
• Ensures that management is conducting proper coaching and development with their teams
• Provides technical direction to team leads, managers and other leadership
• Reinforces policies when they are not being followed by agents and managers

Set & Achieve Standards

• Performs root cause analysis in order to recommend appropriate corrective actions to eliminate problems and identify known errors
• Sets and continuously evaluates metrics and performance data to result in smarter and better outcomes for students and the business
• Uses analytical skills to assess successes, failures, issues, obstacles, trends, and other items that affect the service function
• Continually analyzes call flows and procedures in search of opportunities to optimize efficiency and quality

Drive Customer Experience

• Works closely with QA and development teams to represent the voice of the customer, helping to drive product improvements, and resolve issues
• Develops an overall customer service strategy that delivers appropriate service levels to each customer segment with a focus on quality experience and value
• Acts in a liaison capacity with other areas and business units to implement and communicate business strategy as it relates to customer service

SKILLS/ABILITIES

• Customer Service-Demonstrates excellence and passion in all aspects of Service management
• Positivity-Motivates team towards the continued success of the company, instills and maintains a high energy service culture at every level of organization
• Communication-Ability to relate vision of goals and objectives to the service team and ability to clearly and succinctly describe vision and goals to others
• Analysis-Able to synthesize a number of different data points from a varied number of systems to formulate a clear data message. Understands the drivers of performance excellence
• Conflict Management-Ability to manage difficult conversations and situations while keeping positive relationships. Ability to turn conflicts into opportunities
• Resourcefulness and creativity-Deals skillfully and promptly with new situations and difficulties and is solution oriented and brings new ideas to the company
• Strategic thinking/visioning-Able to see and communicate the big picture in an inspiring way. Determines opportunities and threats through comprehensive analysis of current and future trends

REQUIREMENTS

• Proven ability to manage, organize and lead teams efficiently ( including 5+ years of management experience in a call center/customer service environment)
• Strong analytical, critical thinking and quantitative skills with a focus on problem solving 
• Collaborative skills- ability to work with several stakeholders to constructively develop solutions
• Extreme attention to detail, team-oriented and results driven
• Proven track record of exceeding customer service standards
• Must be comfortable and flexible in an extremely fast paced environment