The Shared Services Center at West Virginia University is seeking applicants for a Customer Service Director. The Director of Customer Service will oversee the customer service operations in the WVU Shared Services Center (SSC). The primary responsibilities include day to day management and support of the customer service staff and of the customer services operations, issue resolution and using data from both the case management system and from interfacing with customers to consistently improve customer service within the service center.
In order to be successful in this role, the ideal candidate will:
Develop service level indicators (metrics) to be included in service level agreements by meeting with unit leadership to understand service expectations.
Draft service level agreement document to be used when meeting with unit leadership.
Lead a team to develop desktop procedures for all activities within the service center, including human resources, finance and post award grants management.
Development of the desktop procedures includes creating a template, determining a process for approving, and testing the procedures for completeness.
Work with Operational Excellence Director to link the desktop procedures to the appropriate knowledge base articles.
Work with SSC Director to develop internal operational processes for the service center
Oversee and manage the services provided within the Customer Service unit of the SSC, to maximize productivity and ensure service level agreement expectations are met.
Resolve issues escalated by staff as defined in service level agreements
Interface with customers to understand expectations on service and value being delivered.
Review tickets to ensure consistency in documentation to standards
Partner with the Operational Excellence Director to develop measures to ensure that issues related to customer satisfaction, service desk ticket failures and service impacts are captured through case management and metrics are reported monthly.
Direct development of SSC business plans and service level agreements to control costs, optimize resources and redesign processes while providing the best possible service.
Develop and implement performance goals and metrics to measure and monitor client service and to ensure that both academic and non-academic units receive a maximum value from shared services as defined in service level agreements with each unit.
Communicate performance goals and metric both internally to SSC employees and externally to units supported by the shared services center.
Manage operations by ensuring performance objectives at individual, team, and organizational levels are met or exceeded.
Provide status reports, financial results, and other appropriate information to university officers, central operations, customers, and other interested parties to foster transparency into the effectiveness and efficiency of services.
Design processes that maintain strong internal controls.
Hire, train and develop customer service staff.
Develop and communicate action plans to customer base during outages or impact to the customer service desk operations.
Actively lead and participate in case status meetings based on metrics provided from the case management system.
Collaborate with directors from other areas of the service center to ensure cross team support in the SSC.
Bachelor's degree or an equivalent combination of education and experience.
Five (5) years experience in:
Proven management of business/financial operations.
Customer service experience, preferred.
Experience in a large research university setting, service oriented non-profit, or customer oriented workplace required.
At West Virginia University, we pride ourselves on a tireless endeavor for achievement. We are home to some of the most passionate, innovative minds in the country who push their limits for the sake of progress, constantly moving the world forward. Our students, faculty and staff make this institution one of the best out there, and we are proud to stand as one voice, one university, one WVU. Find out more about your opportunities as a Mountaineer at http://hr.wvu.edu/.
West Virginia University is an Equal Opportunity/Affirmative Action Employer and the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff and students, and invites applications from all qualified individuals, including minorities, females, individuals with disabilities and veterans.
Job Posting: Feb 11, 2019
Posting Classification: Non-Classified
Exemption Status: Exempt
Benefits Eligible: Yes