Director, Contact Center Operations

Company: HomeServe USA
Location: Chattanooga
Posted on: June 23, 2022

Job Description:

Company Overview:HomeServe is a Great Place to Work, and while we're biased, we're not just saying that. We're proud to have been certified as a Great place to Work the last three years. What does HomeServe do and what makes it so great? Well, we're glad you asked!
We put people at the heart of everything we do. That's priority number one for all of us. For the 4.7 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 2,500 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.
No matter your role at HomeServe, you're part of a growing global team that's collectively working to make home repairs and improvements easy. From our businesses in the U.S. and Canada, to those in the U.K., Belgium, France, Japan, Portugal and Spain, we have a shared vision to be the world's largest, most trusted provider of home repairs and improvements. Our ambition is to do every job, in every home.
Position Overview:The Inbound Director, Sales and Customer Service reports to the VP, Contact Center Operations and is responsible for managing the day-to-day activities and establishing the strategic objectives of our on-site, work from home and outsourced Sales and Customer Service teams. This role partners extensively with peers leading our Repair Management, Workforce Management, Customer Advocacy, Quality, HR, Marketing and Training teams. Responsibilities:

• Management and oversight of the Inbound Sales and Customer Service functions ensuring all operational metrics, including but not limited to Upgrades/Sales, QA Performance, Compliance Objectives, Service Levels, Occupancy/Shrinkage, and Claims Management are achieved to deliver world class customer service for HomeServe customers.
• Internal and external monitoring, reporting and management of QA/Compliance performance for all front line staff, ensuring every interaction is aligned to HomeServe's high standards.
• Ongoing management and regular visits to outsourced centers to ensure customer service standards and agreed performance metrics are maintained at all times.
• Owning, developing and documenting operational processes that deliver enhanced performance across all channels, while ensuring adherence to compliance standards.
• Management and analysis of financial metrics relating to operational areas, ensuring they remain aligned with budgeted objectives.
• Proactively identifying and acting upon process improvement initiatives that increase customer satisfaction and reduce operational expense.
• Overseeing the resolution of performance related issues, recommending improvements to solve for root cause, and implementing plans to prevent recurrence.
• Establishing excellent working relationships with team members and department contacts in order to maintain and continuously improve the level of service provided.
• Coaching, developing and mentoring team members to establish and attain career development goals.
• Sustaining an already strong culture and championing cultural enhancements that align with the high standards HomeServe has come to expect.
• Other Duties as assigned. Job Requirements:
  • Minimum of 10 years of leadership experience working in a call center, customer service and sales environment.
  • Strong quality focus with a track record of improving and managing the customer experience across all levels of operations.
  • Background in handling escalated call center related matters and implementing appropriate process improvements to resolve issues.
  • Management of multiple internal and external outsourced centers.
  • Intermediate Excel, Word and PowerPoint skills as well as workforce software (e.g., IEX).
  • Excellent leadership, motivational and communication skills.
  • Proven background in achieving budget targets and improving operational performance.
  • Demonstrated success with driving results and coaching teams to excellence.
  • Entrepreneurial self-starter with demonstrated ability to drive results.
  • Ability to work collaboratively with multiple stakeholders in a cross-functional work environment.
  • Ability to analyze day-to-day metrics while visualizing longer term goals and broad scope impacts.
  • Bachelor's degree or equivalent experience in customer service and managerial positions.
  • Ability to manage multiple tasks in a fast-paced, deadline driven environment.
  • Quick learner.
  • Ability to think strategically.In return, we offer:
    • Competitive compensation
    • Career development and advancement opportunities
    • Casual attire throughout the week
    • Friendly, open and team oriented work atmosphere Excellent benefits including generous medical, vision, dental and life & disability insurance
    • 401(k) plan with a company match
    • Opportunity to buy HomeServe stock with a company match
    • Eligibility to enroll in up to two HomeServe coverage plans paid for by the company HomeServe USA is an equal opportunity employer.

Keywords: HomeServe USA, Chattanooga , Director, Contact Center Operations, Executive , Chattanooga, Tennessee