Director of Customer Experience
Reach Financial
full-time
Posted on:
Location Type: Remote
Location: Remote • Connecticut, Florida, New Jersey, New York, North Carolina, South Carolina, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $125,000 - $150,000 per year
Job Level
Lead
About the role
- Lead the Customer Service team operations.
- Partner with the management team to align department policies and systems with the company's objectives.
- Develop and refine workflows to identify continuous improvement opportunities
- Identify risk factors and realign accordingly by refining operational processes
- Ensure that workflows and operational processes are in sync with corporate goals and business strategy
- Plan and execute all required improvements on current call cycles, sales funnels, conversion optimization, and operational processes
- Develop productivity and quality standards to maximize workflows, operational processes, and customer experience
- Maintain and improve Contact Center operations by working with key stakeholders
- Oversees customer issues and ensure effective and long-term problem resolution
- Establish best practices for quality responses and excellent response time
- Develop and analyze reports to measure Customer Service KPI’s
- Monitor and track key metrics, conduct call auditing and provide constructive feedback to the teams
- Encourage feedback from team members.
Requirements
- Bachelor's degree from an accredited four-year program or relevant experience
- Minimum of 7 years of experience leading a Contact Center or Call Center
- Proven experience in successfully developing and implementing workflows and operational processes
- Strong ability and experience in assessing operational needs and weaknesses
- Tenacious at diagnosing problems and quickly focused on solutions
- Solid operational, strategic and leadership skills
- Proven problem-solving abilities in a fast-paced, entrepreneurial environment
- Strong decision making and time management skills with the ability to manage multiple projects/duties.
- Trustworthy with the ability to maintain highest level of integrity and trust.
- Proficiency in Microsoft Office, specifically Word, Excel and PowerPoint.
Benefits
- Healthcare, Life Insurance, 401k Match
- Paid Time Off, Paid 12-week Parental Leave
- Disability (short-term, long-term), Employee Assistance Program
- Spending Accounts (Transit/Parking, Medical, Dependent Care)
- Insurance Discounts (home, auto, pet)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workflow developmentoperational processescustomer service KPIscall auditingconversion optimizationproductivity standardsquality standardsproblem resolutiondata analysisrisk assessment
Soft skills
leadershipstrategic thinkingproblem-solvingdecision makingtime managementintegrityteam collaborationfeedback encouragementadaptabilitycommunication
Certifications
Bachelor's degree