Director, Member Advocate Center

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
• Ensures 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
• Able 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