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
• 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