DIRECTOR OF CUSTOMER SERVICE DELIVERY NetSpend
THIS JOB HAS EXPIRED DESCRIPTION
The Director of Customer Service Delivery will lead the contact center customer service function and is responsible for customer service policy, procedure and performance delivery as well as the continuous improvement of the customer service function. This key position will work closely with senior management to set customer service strategies, goals and policies appropriate to each customer segment and program.
Manage day-to-day customer service operations supporting programs, including internal and external contact center operations.
Manage outsourced contact center vendors and contracts, including tracking performance against service levels, quality, customer satisfaction and cost.
Support the selection and contract award for new vendors as required.
Develop and recommend contract terms in support of our strategic goals.
Ensure that customers and potential customers receive appropriate and professional service through extension of well trained and knowledgeable contact center agents.
Responsible for reporting on performance, communicating issues with significant customer impact, and developing business cases for needed resources or investment on a regular and timely basis.
Contribute to strategic planning efforts for the evolution of the customer service function; includes providing detailed plans and project information with regard to how we will service our cardholders and internal customers.
Manage major projects related to program development, workflow design, and re-engineering as necessary, including the initiation and conduct of customer related studies, projects, and surveys. .
Partner with Customer Experience team to drive IVR and functional improvements based on cardholder feedback.
Manage and track all aspects of the budget for the contact center operation (including internal and external call centers).
Develop initial budget in conjunction with the Operations Support team and our internal clients.
Select, develop and motivate assigned staff; make timely recommendations and/or decisions on hiring, terminations, and promotions.
Provide leadership and direction to build and maintain effective teams.
Identify strengths and abilities in associates, provide regular feedback, support career planning discussions, and create developmental plans for professional improvement of associates.
Establish specific work goals to be achieved by direct reports and staff; develop a continuous improvement program for those goals.
Administer employee performance evaluations.
Establish and achieve succession plans within assigned work area.
Oversee contact center / customer service efforts and make necessary preparations to grow/scale the department intelligently to maintain pace with aggressive company growth.
Support department VP in preparing long term growth response documentation and goals.
Keep management and the organization informed on a timely basis of progress, status, and concerns pertaining to project deliverables or issues.
BS/BA in Business Administration or equivalent program is preferred; however relevant experience can be substituted for a completed degree.
Minimum eight years experience in contact center operations, with at least three years managing multiple functional aspects of contact center performance in a Director-level capacity. Experience in a financial services contact center is a plus.
Vendor and/or client relationship management experience with multiple partners across multiple geographies and multiple lines of business is required.
Experience in rapid leadership assimilation and team building.
Experience in leading and managing the vendor startup process both from a site and function perspective, including the development and roll out of alternative support strategies.
Experience in support of the channel marketing strategy.
Experience building contact center metrics to drive optimum performance both with internal contact center and vendor outsourced solutions.
Proven experience in successful management of multi-site customer service operations, vendor outsourcing relationships, and experience operating in a culture of quality, with specific emphasis on the management of multiple functions and line of business contact types.
Proven record of leading continuous improvement efforts across multiple lines of business and sites.
Demonstrated ability as a leader, manager, and communicator; the role requires a combination of people management, vendor management, and analytical skills.
Demonstrated budget and profit and loss management experience.
Proven capabilities leading and managing a large contact center operation delivering business-to-business and business-to-consumer services.
Willingness and ability to interact directly with customers in escalated situations.
Detailed understanding of the difference between the B2B and B2C functions.
Broad management capabilities, including people, process, and technology management.
Proven managerial and leadership skills.
Effective presentation, verbal, and written communications skills.
Effective follow-up and appropriate escalation skills
Completion of ICMI or IAOP certifications in contact center or outsourcing management preferred.
As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws.
||P.O. Box 2136 |
Austin, TX 78768
THIS JOB HAS EXPIRED