Job Description: • 2-minute read •
Lead, direct and execute on all operational and customer support activities and staff support functions for Customer Service, Financial Services and Telesales. Directly responsible for all aspects of the day to day operations of our care centers including workforce planning functions, call center technology support, incident management, staffing, forecasting, and overall customer experience performance. Formulate, implement and direct initiatives to drive corporate and Customer Service strategy, business results, and efficiencies across a multiple call center environment.
Responsible for the continuous improvement and execution of operational efficiencies of all work types managed by teams located centrally and at our care center locations. Drive strategic thought process regarding customer support strategy including self-service utilization, call center routing strategies and staffing strategies to help deliver the world’s best customer experience.
ESSENTIAL DUTIES AND KEY RESPONSIBILITIES
Provides direction and leadership of workforce planning, staffing and forecasting for all care centers.
Responsible for key performance indicators of overall customer experience across all care centers including achieving service level targets, occupancy, shrinkage, schedule effectiveness, budget targets, associate satisfaction and customer engagement
Develop informal and indirect management relationships within each care center to monitor execution of direction and initiatives; Propose recommendations and offer solutions to care center leaders
Ensure forecast accuracy to adequately achieve key performance indicators.
Utilize data and conduct analysis to identify and address opportunities to improve process, procedure, policy and strategic direction.
Undertake long term business planning by partnering with cross functional stakeholders in IS, Marketing, Finance, and Human Resources to develop the 5-year, annual, and quarterly plan for Customer Service
Develop and execute against a long-term staffing plan. Responsible for the determining the hiring and capacity plans for all care centers
Responsible to lead the team that performs day to day scheduling and intraday performance to ensure associate and customer satisfaction
Provides leadership and direction to all real time analysts responsible for call routing, work type skilling, and monitoring of service level performance of all queues.
Direction and management of all care center technology, change management, incident management and technology upgrades for all our care centers and outsource partners
Communication and direction to key stakeholders and business leaders on all customer and associate impacting issues
Develop working relationship within and across Customer Service to fully understand business needs, issues, operations and opportunities.
Demonstrate alignment of proposed initiatives and solutions to corporate and Customer Service strategy and desired results
Develop the annual and long-range technology roadmap for Customer Service
Partner with the financial services organization to implement and execute on support strategies that align with SLA
Provides leadership and support to direct and indirect teams at all care center locations.
Responsible for continuous improvement of operational execution and performance of each care center
Works with Sr. Leadership across geographies, functions, and internal and external care centers to achieve optimal operational performance in average speed of answer, service levels, hold times, associate schedule adherence, average handle time forecasts, shrinkage, call abandonment performance, and other performance metrics
Ensures the Customer Experience objectives are achieved by way of the operational performance of the assigned line of business(s)
Provides indirect leadership and support to the site Care Center Managers to ensure execution of all operational and Enterprise Initiatives
THE STATEMENTS HEREIN ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY ASSOCIATES AND ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF RESPONSIBILITIES, DUTIES, ABILITIES, AND SKILLS REQUIRED OF ASSOCIATES SO CLASSIFIED. ADDITIONAL RESPONSIBILITIES MAY BE ASSIGNED AS NEEDED.
Bachelor degree in related discipline or equivalent experience required; Masters or MBA degree preferred
7 - 10 years of customer service/ sales operations experience is required, with a minimum of 4 years at a management or director-level position
Demonstrated ability to direct others in the analysis of complex problems and the formulation and implementation of results-oriented action plans
Demonstrated leadership skills including the ability to build relationships and teams in a virtual work environment
A combination of large call center and multiple site location is a plus
Excellent oral and written communication skills are required
Proven change manager
Experience with call center technology applications including workforce management, call routing, call center reporting, call recording, PBX, CTI, and IVR (Avaya, Genesys, Aspect, NICE experience preference
Position requires moderate travel
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
Lead, direct and execute on all operational and customer support activities and staff support functions for Customer Service, Financial Services and Telesales. Directly responsible for all aspects of the day to day operations of our care centers including workforce planning functions, call center technology support, incident management, staffing, forecasting, and overall customer experience performance. Formulate, implement and direct initiatives to drive corporate and Customer Service strategy, business results, and efficiencies across a multiple call center environment.
ESSENTIAL DUTIES AND KEY RESPONSIBILITIES
Provides direction and leadership of workforce planning, staffing and forecasting for all care centers.
Responsible for key performance indicators of overall customer experience across all care centers including achieving service level targets, occupancy, shrinkage, schedule effectiveness, budget targets, associate satisfaction and customer engagement
Develop informal and indirect management relationships within each care center to monitor execution of direction and initiatives; Propose recommendations and offer solutions to care center leaders
Ensure forecast accuracy to adequately achieve key performance indicators.
Utilize data and conduct analysis to identify and address opportunities to improve process, procedure, policy and strategic direction.
Undertake long term business planning by partnering with cross functional stakeholders in IS, Marketing, Finance, and Human Resources to develop the 5-year, annual, and quarterly plan for Customer Service
Develop and execute against a long-term staffing plan. Responsible for the determining the hiring and capacity plans for all care centers
Responsible to lead the team that performs day to day scheduling and intraday performance to ensure associate and customer satisfaction
Provides leadership and direction to all real time analysts responsible for call routing, work type skilling, and monitoring of service level performance of all queues.
Direction and management of all care center technology, change management, incident management and technology upgrades for all our care centers and outsource partners
Communication and direction to key stakeholders and business leaders on all customer and associate impacting issues
Develop working relationship within and across Customer Service to fully understand business needs, issues, operations and opportunities.
Demonstrate alignment of proposed initiatives and solutions to corporate and Customer Service strategy and desired results
Develop the annual and long-range technology roadmap for Customer Service
Partner with the financial services organization to implement and execute on support strategies that align with SLA
Provides leadership and support to direct and indirect teams at all care center locations.
Responsible for continuous improvement of operational execution and performance of each care center
Works with Sr. Leadership across geographies, functions, and internal and external care centers to achieve optimal operational performance in average speed of answer, service levels, hold times, associate schedule adherence, average handle time forecasts, shrinkage, call abandonment performance, and other performance metrics
Ensures the Customer Experience objectives are achieved by way of the operational performance of the assigned line of business(s)
Provides indirect leadership and support to the site Care Center Managers to ensure execution of all operational and Enterprise Initiatives
THE STATEMENTS HEREIN ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY ASSOCIATES AND ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF RESPONSIBILITIES, DUTIES, ABILITIES, AND SKILLS REQUIRED OF ASSOCIATES SO CLASSIFIED. ADDITIONAL RESPONSIBILITIES MAY BE ASSIGNED AS NEEDED.
Bachelor degree in related discipline or equivalent experience required; Masters or MBA degree preferred
7 - 10 years of customer service/ sales operations experience is required, with a minimum of 4 years at a management or director-level position
Demonstrated ability to direct others in the analysis of complex problems and the formulation and implementation of results-oriented action plans
Demonstrated leadership skills including the ability to build relationships and teams in a virtual work environment
A combination of large call center and multiple site location is a plus
Excellent oral and written communication skills are required
Proven change manager
Experience with call center technology applications including workforce management, call routing, call center reporting, call recording, PBX, CTI, and IVR (Avaya, Genesys, Aspect, NICE experience preference
Position requires moderate travel
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
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