Director, Member Advocate Center

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Company: Affinity Development Group

Location: Reno, NV 89502

Description:

Job Type

Full-time

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

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