What are the responsibilities and job description for the Director, Member Advocate Center position at Costco Auto Program?
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
- 10 years of Call center experience in a managerial role (customer service preferred)
- Bachelor's degree preferred or equivalent combination of education and experience.
- Minimum of 7 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
Salary : $100,000 - $110,000
