Director, Member Advocate Center

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