Director, Customer Service (Call Center)

SUMMARY:

The Director, Member Advocate Center is responsible for the strategic planning and execution of all staffing matters and employee relations. Core duties include planning and management of staff for the Member Advocate Service Center, with an emphasis on recruiting and retaining all promotional staff through strategic workforce planning. Tactical emphasis is on member experience, dealer training and support, quality management, coaching and training. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. This role will continually work towards building a high performing team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide strong, dynamic leadership that mentors, develops, and guides team members of all levels
• 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.
• Tracking and reporting performance metrics to include call efficiency, satisfaction rates, staffing utilization and turnover.
• 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/QUALIFICATIONS

• 15 years Managerial experience in a Contact Center preferred
• Bachelor's degree preferred or equivalent combination of education and experience.
• Minimum of 10 years’ experience leading high performing team
• Proficient in MS Office Suite (Outlook, Word, PowerPoint, Excel)
• Proven leadership and management skills

• Proven experience managing KPI’s (metrics related to member satisfaction, performance levels related to inbound/outbound calls)
• Ability to mentor, empower and develop employees
• Superb decision making and problem-solving skills
• Strong analytic skills
• Takes initiative with strong planning and organizational skills
• Excellent oral and written communication skills
• Excellent customer service skills and phone etiquette
• Flexible and able to adapt to change in a fast-paced environment
• Positive thinker, able to stay calm under pressure
• Excellent interpersonal skills with ability to work with all levels of Senior Management
• Takes initiative towards process improvement to gain efficiencies within the department
• Ability to establish and maintain effective working relationships with all levels of managers and staff
• Must possess strong work ethic for success in a fast-paced dynamic work environment

Job Type: Full-time

Pay: $100,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What is your salary expectation?
• Are you willing to work on-site at our office in Reno, NV?

Education:

• Bachelor's (Preferred)

Experience:

• Call center management: 10 years (Required)

Work Location: In person

Salary : $100,000 - $110,000