EFG

  • Contact Center Director

    Job Locations US-TX-Irving
    Posted Date 6 days ago(5/14/2018 10:40 AM)
    ID
    2018-1351
    # of Openings
    1
    Category
    Customer Service
  • Overview

    JOB SUMMARY:

    The Director, Contact Center is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call handling times, low abandonment rate, high lead rates, staffing utilization & occupancy, and schedule adherence. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance.

    Responsibilities

    JOB DUTIES:

    • Responsible for the call center metric standards and Service Level Agreements and Simplicity transfers of any all potential sales leads.
    • Provides guidance to Customer Service Representatives and Claims Adjusters and assists them with questions and escalations. Perform diagnosis and investigation of unusual claims as needed by talking to customers, repair facilities, or any other involved parties.
    • Responsible for the consistency in call and claim handling procedures and compliance guidelines and standards.
    • Responsible for the developing and nurturing an effective team, including: 1) efficient work flow patterns; 2) established performance standards; 3) effective communication of duties and responsibilities; 4) needed staffing levels; 5) appropriate supervision; and 6) timely communication of pertinent information.
    • Necessary to be a strong member of the leadership team, and have the ability to collaborate/communicate effectively across all teams to ensure consistency and stability for the entire Operations department.
    • Serves as liaison to other departments within EFG; establishes and maintains the working relationships necessary to develop cooperation and collaboration for special projects that need the assistance of these departments.
    • Works closely with the Operation Supervisors to review individual customer service representative findings and implement corrective action plans when necessary as well as developing follow-up training programs and cross training when needed.
    • Receives and investigates all complaints concerning area of responsibility and personnel; determines actions, takes corrective or disciplinary steps, and follows up.
    • Remains current of call center/claim/benefit delivery, compliance issues and legal issues by pursuing a program of self-development, participating in professional organizations, interacting with peers, reviewing pertinent literature.
    • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.
    • Reviews and interprets data in order to ascertain the extent to which goals are being attained.
    • Takes corrective measures and develops action plans designed to correct areas identified as underperforming
    • Keep abreast of all new EFG products for proper administration and handling.
    • Maintains Call Center of Excellence Certification by evaluating all required metrics and adjusting processes accordingly.
    • Maintain all Claims & Customer Service agent schedules and adjust accordingly to meet the demands of the call volume.

    Qualifications

    JOB QUALIFICATIONS:

     

    • 2 to 4 years of call center/claims supervisory experience with experience in planning, analyzing, and taking action to drive results in the areas of forecasting and scheduling, Average Handle Time (AHT), Queue Management, Abandoned Calls, and Average Speed to Answer (ASA), Avg Hold time.
    • Sales experience a plus.
    • Proven decision making skills and the ability to succeed in a fast paced call center environment.
    • Experience monitoring calls for quality and adept at giving specific actionable feedback that will help your team members increase results and call quality.
    • Exceptional verbal and written communication skills
    • Ability to administrate claims in a call center environment while maintaining efficiency through the claims process (i.e., presenting claims in a clear and concise manner, and efficiently handling customer issues).
    • Must possess strong investigation, negotiation, time management and customer service skills, as well as strong problem solving, detail orientation, and analytical abilities.
    • Ability to work autonomously as well as collaboratively, within a team environment, with a demonstrated ability to multi-task in a fast-paced work environment.
    • Ability to interpret complex policies and reports, and interact professionally with our internal clients and outside callers.
    • Must be able to understand all aspects of the VSC claims payable process, averages, and proper skill handling.
    • Solid written and verbal communication skills.
    • ASE Certification in any or all aspects of General Automotive repair and/or customer service, a plus.
    • Proficient in the use of all Microsoft Office applications.

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