Director, Customer Care

Work at Purchasing Power

Position:  Director, Customer Care

Location:  Atlanta/Hybrid work model

Who Are We:  Purchasing Power (corp.purchasingpower.com)

We are an Atlanta-based voluntary benefit company offering an industry-leading employee purchase program for brand-name consumer products, online education services and travel offerings through convenient payroll deduction, helping employees achieve financial flexibility.

The Opportunity:  The Director of Customer Care will be responsible for the leadership and end-to-end management of our outsourced and offshore Contact Center (Tier 1) and our internal team of Customer Service Specialists.  This will include QA and Training functions.  As a key player in ensuring customer satisfaction and loyalty, this role involves managing internal and external teams, implementing best-in-class service strategies that ensures our customers receive timely, efficient, and effective support which is measured by CSAT/NPS and Repeat Buyer metrics.  The role will develop KPI's that allow you to monitor and evaluate performance, analyze data to proactively spot trends, drive continuous improvement, in addition to general workforce management tasks.

What You Will Do:

• Manage, mentor and lead Tier 2 teams which includes hiring, training, and evaluating team members to ensure high performance and job satisfaction
• Oversee the 3rd Party Outsourced Call Center to ensure they meet contractual SLA's and provide a positive experience to our customers
• Manage all forecasting models and evaluate the Outsourcer's customer service processes and their training materials, meet daily with the outsourcers to address issues and evaluate performance of the prior day
• Handle the department budget ensuring cost-effective operations while investing in tools and training that enhance service delivery
• Identify actions and initiatives to enhance customer satisfaction, efficiency and costs
• Develop and maintain the Customer Service Scorecard, regularly presenting and reporting on call handling metrics, as well as VOC data
• Create processes to address and report on special inquiries from external agencies
• Partner with other departments to ensure new programs and services are communicated in a timely manner to the Outsourcer's to ensure representatives get advanced training and can respond appropriately
• Manage critical and/or escalated customer issues and crises effectively, ensuring swift resolution while maintaining trust and satisfaction
• Perform other job-related duties or special projects and tasks as assigned

The Experience You Will Bring:

• Bachelor's degree in Business or related field
• 7 years of experience in Customer Service and/or Call Center operations, preferably in the Financial, Technology, or eCommerce environment
• Proficient in using Microsoft Office suite (Word, Excel, Visio)
• Illustrate problem solving skills, resourceful and effective in making decisions with strong attention to detail
• Proficiency in analyzing data, developing and tracking KPI's, and using insights to improve customer service operations and policies
• In-depth knowledge of customer service tools and technologies, including Cloud and CRM software for customer communication, and social media platforms
• Strong verbal and written communications and interpersonal skills

Your Well Being:

• Hybrid work model (Onsite/Offsite)
• Comprehensive benefits: medical, dental, vision, company paid Basic Life/AD&D
• 401k Retirement Plan
• Flexible PTO
• Career Development
• Employee Purchase Program

What We Stand For:

• We act with intensity, urgency and a passion for supporting our customers and growing our business. We strive for excellence.
• We hold ourselves accountable and expect it of each other. We attack problems with a positive “can do” attitude. We do what we say we’ll do.
• We deliver as one team, working together with integrity, respect, trust, transparency, and fun. We are better because we work here.
• We believe our unique diversity and authenticity makes us a better company, allows us to be our best selves and is a competitive advantage.
• We exhibit innate curiosity and creativity to innovate and reimagine how things can be done. We ask, is there a better way?

Purchasing Power is an equal opportunity employer. At Purchasing Power, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.