Director Customer Service

Clean Harbors • Norwell, MA • 15h ago

Clean Harbors is seeking to hire a Director of Customer Service located in Norwell, MA. The Director of Customer Service will be responsible for overseeing the daily operations of our call center, ensuring optimal performance, and driving improvements in efficiency and customer satisfaction. This leadership role requires a strategic thinker with a strong background in call center management, excellent communication skills and a passion for enhancing customer experiences.

Clean Harbors is the leading provider of environmental, energy and industrial services throughout the United States, Canada, Mexico and Puerto Rico. Everywhere industry meets environment, Hepaco, A Clean Harbors Company is on-site, providing premier environmental, energy and industrial services. We are solving tough problems through innovation and proven methodology - come be part of the solution with us.

Why work for Clean Harbors?

Health and Safety is our #1 priority and we live it 3-6-5!

Focus on maintaining sustainability and cleaning the Earth

Competitive pay range

Comprehensive health benefits coverage after 30 days of full-time employment including 401K with Company match

Own part of the company with our Employee Stock Purchase Plan

Opportunities for growth and development for all the stages of your career

Company paid training and tuition reimbursement

Develop and implement operational strategies to optimize call center performance and achieve business goals.

Lead, mentor, and develop a team of call center managers and staff, fostering a culture of excellence and accountability.

Monitor key performance indicators (KPIs) and analyze data to identify trends, areas for improvement, and opportunities for innovation. Reporting to executive management.

Collaborate with cross-functional teams to ensure alignment on company goals and customer service objectives.

Manage budgeting and resource allocation for the call center, ensuring cost-effective operations.

Drive initiatives to enhance customer satisfaction and loyalty, implementing best practices in service delivery.

Stay current on industry trends and emerging technologies to leverage new tools and methodologies for improved performance.

Develop and maintain strong relationships with internal stakeholders and external partners.

Bachelor's degree in Business Administration, Management, or a related field; Master's degree preferred.

Minimum of 7 years of experience in call center management or operations, with a proven track record of success.

Strong understanding of call center metrics and performance management.

Excellent leadership, coaching, and team-building skills.

Exceptional analytical and problem-solving abilities.

Ability to thrive in a fast-paced, dynamic environment.

Proficient in call center technology and software systems.

Clean Harbors is an equal opportunity employer.

Clean Harbors is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact ect@cleanharbors.com or 1-844-922-5547.

Clean Harbors is a Military & Veteran friendly company.

Clean Harbors is committed to complying with applicable pay transparency laws and ensuring fair and equitable compensation. The posted salary range reflects the minimum and maximum target for this role. Final compensation may vary based on factors such as location, experience, skills, and business needs. In addition to the base salary, some roles may be eligible for bonus or incentive compensation and a comprehensive benefits package.

*CH

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