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Senior Director, Call Center Operations

Company

The College Board
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-07-19
Posted at 11 months ago
Job Description
About the Opportunity
As the Senior Director of Call Center Operations, you play a critical role overseeing the strategy, planning and implementation of College Board’s customer experience vision at our third-party contact centers. You will build strong relationships and develop our vendor management approach. The Senior Director will lead the delivery of a world-class customer experience, driving continuous improvement, and elevating customer satisfaction while ensuring performance and financial benchmarks are met. The Senior Director will drive transformational change to scale services and capabilities in support of College Board programs. This is a leadership role with 5-8 direct reports.

In this role, you will:

Vendor & Stakeholder Management (60%)
  • Manage daily contact center operations and implement the College Board Customer Experience vision at our third party and BPO partners.
  • Drive delivery of transformational change by providing leadership and direction to complex, multi-stakeholder programs focused on improving customer experience in a cost-effective way.
  • Hands-on approach to participate in root cause analysis and remedy implementation when SLA’s are not being met or non-SLA related issues arise. Responsible for assisting with vendor process definition and documentation. Collaborate with the Operations Vendor Contract Management team monitoring and evaluating vendor's processes and procedures to ensure they are appropriate for delivering operating and quality levels. When necessary, assist in the development and tracking of additional operational metrics to measure performance and quality.
  • Manage contact center operational activities including process/procedural definition, resource allocation, and SLA tracking and delivery. Tactical emphasis is on customer experience, quality management, reporting trends, and workforce planning. Ensure coaching commitments and training implementations are happening timely. Performance metrics include call efficiency, low abandonment rate, staffing utilization, acceptable turnover, and financial performance.
  • Ensure intra-day adjustments are made to ensure contractual SLA’s and CB cost expectations are met.
  • Coordinate business process details including service transitions, work hand offs between vendors and subcontractors, and end-to-end service levels.
  • Build and maintain strategic relationships across departments, divisions, and internal and external partners.
  • Develop Best Practices to optimize business process outsourcing across offerings, project teams, and resources.
  • Responsible for fiscal management and effective allocation of resources within call center.
  • Interface with a cross-functional team of subject matter experts (SMEs) or business unit leadership to identify process areas that can be optimized through shared services; focus on opportunities that gain efficiencies, improve quality, and/or increase consistency in service delivery.

Continuous Improvement (20%)
  • Analyze business processes by mapping and evaluating as-is process scope, objectives, and steps to ensure they support the customer experience objectives. Identify gaps and opportunities for improvement, integrating new and improved processes with existing ones. Recommend process, quality, and performance measurement improvements.
  • Work across Customer Engagement and program teams to build a continuous improvement environment to support an improved experience for customers and driving efficiency for the business.
  • Partner closely with the Customer Experience team to design and deliver world class solutions and service.
  • Identify opportunities to reduce contacts, improve the customer experience and reduce costs. Engage with the appropriate groups to implement changes to achieve those objectives.
  • Drive organizational understanding of contact drivers and customer needs to inform product and policy decisions.
  • Leverage data and metrics to help drive decision making. Identify and in some cases develop reports and dashboards to share visibility to trends and challenges. Proactively communicate results, opportunities, and action plans, drive improvement initiatives.

Manage and Collaborate with Cross-Functional Teams (20%)
  • Responsible for delivering analysis and insights regarding team and individual effectiveness and performance.
  • Lead and develop the Vendor Management team providing strong, dynamic leadership and mentoring; develop a robust, knowledgeable, and pro-active team environment in service of College Board customers.
  • Participate and influence cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations; oversight of issue escalation management, as needed.
  • Collaborate across Customer Engagement teams to drive alignment on insights and priorities. Ensure workflows and processes support best in class customer experience.
  • Drive alignment, consistency, and cohesiveness in people practices, team management, and customer service to achieve corporate goals.
You have:
  • Experience leveraging feedback and performance levels to course correct.
  • Ten years’ experience with call center operations management and managing through a business process outsourcing (BPO) provider, with deep knowledge in call center tools and technology.
  • Relevant experience related to successful delivery of Contact Center Transformation and Operations
  • A propensity for hands-on work and a high level of execution, data driven and analytical.
  • The ability to analyze business and financial strategy, understanding how one area of the business can affect another area of the business, with excellent attention to detail.
  • Demonstrated leadership, team building and organizational skills. Strong leadership, interpersonal and motivational skills.
  • Proven track record of developing performance metrics and implementing data-based process improvement action plans driving customer satisfaction.
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to call center.
  • An ease working in undefined situations and evidence of creating clarity and path forward.
  • Ability to travel 4-6 times a year to College Board offices and/or vendors.
About Our Benefits and Compensation
College Board offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.
  • Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more.
  • We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is $108,000-$165,000. The salary offer of an individual candidate within this range is specific to their location and qualifications.
  • We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions.
  • Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate’s location. You will have an opportunity to discuss salary in more detail after you begin the application process.
As a self-sustaining non-profit organization with global impact, College Board offers a job that matters, a team that cares, and a place to learn, innovate and thrive!
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