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Wolters Kluwer Director, Customer Service Operations in Wichita, Kansas

The Director of Operations serves as the lead for multiple administrative groups that directly support the employees of WK and in turn has a direct impact on customer experience. They have ownership of Workforce Management, Real Time Adherence, Salesforce Admins, Attendance, localized reporting, and additional groups. This role’s driving mission is to support the WK leaderships daily tasks and as such will include a continued review of addition duties. The environment managed is a call center environment.

*Role is a hybrid schedule with 2 days in office and 3 days working remotely*

Essential Duties and Responsibilities

  • Lead a team of analysts and leaders for WFM, RTA, PTO, Schedule Adherence management, Product liaison and addition groups as appropriate

  • Monitor, manage and improve workflow processes in these areas and works to continuously hone efficiency, improve employee engagement

  • Partner with leaders from other WK Support teams to remove as many duties as possible from their workload that prevents them from coaching and developing employees

  • Ensure goals are aligned and understood by all support departments through data and training

  • Enhance reporting and available data to provide the right information to the right customer in the right way

  • Participate in special projects to meet organizational objectives while maintaining strong positive working relationships with customers and with internal partners

  • Manage the workflow process of the teams and the day-to-day activity of the teams

  • Identifies, recommends and implements policies and procedures to provide necessary service and promote good customer relations in a large organizational unit

  • Analyzes team productivity and efficiency and makes decisions on how to improve them to increase customer satisfaction, retention, revenue growth and financial results

  • Performs duties related to hiring, firing, performance reviews and pay reviews of employees

  • Seeks regular feedback from internal and external customers and peers on strategy, process and system improvements to develop pro-active solutions to problems.

  • Identify and document trends regarding reoccurring issues

  • Ability to report up to leadership on overall "story" of the data in a holistic manner

Preferred Education

Bachelor's degree from an accredited college/university; Master's degree from an accredited college or university preferred, or

Experience

  • A minimum of 10 years of management experience in a customer service or call center environment; preferably with a minimum of 3 years in Operations Management

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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