Summary
The Director of Contact Center Operations is responsible for the day-to-day operational management of the Customer Care & Collections departments, including goal setting, KPI tracking and measurement, issue analysis, and business requirements for process and technology development. The ideal candidate will have a strong understanding of contact center technology and customer service principles, as well as experience with process improvement and data analysis. This role, as both leader and participatory member of project teams, will also create content relative to these teams such as Standard Operating Procedures (SOPs), training curriculum, RACI documents, and business requirements for technology enablement. This role will develop and monitor/analyze cross-functional workflows, finding the root causes for customer experience gaps and turning these insights into actionable plans for change.
This will be a 100% Onsite position in Houston, TX (preferred) or New Orleans, LA.
Essential Job Functions
- Set and manage goals for the Customer Care and Collections departments, including KPIs such as customer satisfaction, response time, first call/case resolution and average days delinquent, etc.
- Track and measure KPIs and report on progress to senior management
- Analyze customer issues and identify root causes
- Develop, document, and implement process improvements to improve customer experience in Care & Collections
- Work with IT to identify and develop technology solutions to improve customer experience workflows and customer communication
- Make recommendations for hiring, training, and development of Customer Care & Collections team members
- Ensure that the Customer Care & Collections teams are providing excellent customer service by reporting on performance and quality and coaching on course corrections
- SOP
- Auditing of Care and Collections customer interactions via Quality program/scorecard development and implementation
- Contribute to training curriculum by documenting process, technology, and customer treatment enhancements
- Lead and manage functional projects according to scope, deliverables and timelines
Competencies
- Technical acumen, specifically with digital customer experience
- Strategic planning and goal-setting
- Execution management
- Report development - data interpretation and analysis
- Process flow design and documentation
- Financial acumen
- Communication
- Teamwork
- Influencing without authority in a matrixed environment
Education/Experience
- Bachelor's degree in business administration, customer service, or a related field
- 6+ years of experience in contact center operations, including at least 4 years in a management role
- Salesforce Case Management
- Salesforce Reporting required
- CCaaS (eg: Five9, AWS Connect, etc) required
- Strong understanding of customer service principles and best practices
- Experience with Collections business strategies and success in implementation and measurement of Collections KPIs
- Experience in customer operations - sales and service, including contact center management
- Experience in the renewable energy sector strongly preferred
- Experience with process improvement and project management
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Google Suite - Google Slides, Google Forms, Google Meet, Google Chat, Google Sheets (proficient), Google Docs, Gmail
- Analytics software (Power BI, Sigma, etc), specifically interaction analytics as part of a CCaaS solution (WFO)
Physical Demands
- The physical requirements outlined are essential for performing the core duties of this role.
- Regular responsibilities include speaking, listening, standing, walking, using hands for handling or feeling, and reaching with arms.
- Occasionally, the employee may need to sit, climb, balance, stoop, kneel, crouch, or crawl. Lifting and moving objects up to 10 pounds frequently and up to 25 pounds occasionally is required. Vision requirements include close, distance, color vision, peripheral vision, depth perception, and focus adjustment.
EEO Statement
PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.
