What are the responsibilities and job description for the Director, Member Advocate Center position at Affinity Development Group?
Job Type
Full-time
Description
ESSENTIAL DUTIES AND RESPONSIBILITIES :
- Provide strong, dynamic leadership that mentors, develops, and guides team members of all levels
- Planning and management of staff, with an emphasis on recruiting and retaining all promotional staff through strategic workforce planning.
- Organizes, oversees and assumes responsibility for contact center operations such as customer phone calls and emails, daily personnel activities, schedules and training, customer service and other administrative duties.
- Manages performance to meet and exceed team and company performance goals and KPI's such as Service Level, Average Speed of Answer, Abandon percentage, etc.
- Tracking and reporting performance metrics to include call efficiency, satisfaction rates, staffing utilization and turnover.
- Monitoring results of Quality Assurance (QA) programs fostering continuous performance improvement
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties, staffing levels and supervision
- Works with the department Managers and Supervisors to fulfill department staffing objectives by reviewing headcount, workload and shift requirements.
- Collaborates with Managers and Supervisors on ensuring job expectations are communicated appropriately to all staff.
- Ensures that all Managers and Supervisors are continually monitoring, appraising, coaching and reviewing all staff.
- Planning and reviewing compensation
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
- Ensuring detailed records of communications are kept in database.
- Conduct cross- departmental training sessions before, during, and after the launch of a promotion.
- Contribute towards the completion of projects as work volume requires. Including, but not limited to escalated member and dealer issues.
- Other duties as assigned
Requirements
