Director, Account Servicing

What You'll Do:

• Oversee day-to-day operations of Servicing, with strong focus on contact center functions such as: customer experience (CSAT), complaint reduction, and call responsiveness
• Responsible for ensuring that supervisors and managers have the appropriate tools to meet/exceed service level agreements
• Accountable for designing and driving usage of call center reporting both in real-time and historical
• Accountable for driving customer complaint reduction through coaching and developing caring and compassionate customer experiences
• Accountable for precise scheduling and resource management
• Responsible for exceeding customer experience KPIs such as Schedule Adherence, First Call Resolution, Quality Assurance, and Production Contribution
• Responsible for driving continuous improvement
• Responsible for driving employee engagement, development, and career growth
• Responsible for hiring, development and performance management of staff
• Partner with Operations leaders from across the business to align business initiatives

What We Look For:

• 4 year degree required
• Minimum 8 years working in leadership in a high-volume contact center environment
• Technical acumen in contact center tools such as telephony, email, chat, customer feedback, workforce management, scheduling and forecasting, capacity planning
• 3-5 years leading managers and supervisors and 100+ total FTE
• Strong workforce management skills as it pertains to a large contact center teams
• Extensive experience with contact center metric analysis
• Demonstrated people leadership and employee development
• Strong process improvement, reducing employee and customer pain points
• Strong communication skills with ability to effectively collaborate with various leadership levels and/or department

Nice to have:

• MBA or equivalent
• Six Sigma certification or process improvement equivalent
• Project management experience
• Telephony system management (Genesys)
• Omni-Channel management experience (Zendesk, Genesys)
• Workforce management (scheduling, forecasting, adherence, etc.)
• Experience with a wide range of contact center tools/vendors
• Direct experience driving customer satisfaction (CSAT)

What We Offer You:

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance 
• Flexible PTO
• Opportunities for professional growth and development  
• Paid parental leave
• Health & wellness initiatives