Director, Contact Center

Los Angeles, CA
Contact Center
01-18-2018
Los Angeles
Depends on Experience 
Regular, Full-Time
Hours May Vary
Position Title: Director, Contact Center Position Type: Non-Represented
Department: Contact Center FLSA: Exempt
Shift: Hours May Vary Minimum Starting Salary:
Posted: 01/18/2018 Location: Los Angeles
Reports to: NATIONAL DIRECTOR, CUSTOMER SERVICE Salary Grade:
Job ID 796

POSITION PURPOSE:

The Director, Contact Center will work in conjunction with the National Director in leading all aspects of a growing Contact Center, while ensuring SAG-AFTRA delivers exceptional service to its members. This role will also provide direct management of SAG-AFTRA Contact Center employees, and indirect management of remote Contact Center employees when needed.

ESSENTIAL DUTIES & RESPONSIBILITIES:

This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed.

  • Responsible for interviewing, hiring, training, developing, and retaining employees.
  • Leads, develops, and motivates an effective team through communication, expectation, performance management, development plans, and recognition practices.
  • Participates in strategic decisions designed to meet service and quality goals, and manages various project initiatives.
  • Establishes, implements, and continuously improves policies and standard operating procedures to ensure that best practices are maintained.
  • Develops reporting requirements and interpretation of contact center metrics including KPI’s, trends, and staffing needs.
  • Provides statistical and performance feedback to other SAG-AFTRA departments to ensure all members/customers have accurate and timely information on service issues.
  • Builds and continuously improves new hire training and employee development programs.
  • Collaborates with other departments to maintain and update knowledge base.
  • Partners with the department managers to align customer service department policies and systems with the company's objectives.
  • Analyze trends, and provides feedback to the company regarding opportunities, service failures, or member concerns.
  • Maintains in-depth working knowledge of SAG-AFTRA systems and processes.
  • Serves as owner in resolving priority escalations, especially those requiring coordination of multiple people/departments, by utilizing SAG-AFTRA process knowledge, negotiation, and problem-solving.
  • Develops best practices regarding quality assurance and first contact resolution.
  • Establishes a strong leadership presence, and interacts with department and intradepartmental employees.
  • Works continually towards self-development, and remains current on customer service, and supervisory procedures and practices.
  • Performs other related duties as assigned.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of this job with or without reasonable accommodation, using some other combination of skills and abilities.

  • Possess the ability to inspire and lead staff.
  • Excellent working knowledge of Contact Center operations.
  • Demonstrated ability in leading continual improvement initiatives.
  • Have an understanding of Contact Center Metrics and Management.
  • Demonstrated experience of CRM, Workforce, and Schedule Optimization.
  • Independent problem solving and analytical skills.
  • Must be proficient in Microsoft Office; familiarity with SAG-AFTRA Oracle systems is a plus.
  • Must have effective verbal and written communication skills
  • Prior experience managing staff in a Union environment is preferred.
  • Must be able to work in a very challenging environment where constructive feedback from others is encouraged.
  • Possess excellent listening skills.
  • Problem analysis and problem-solving skills.
  • Superlative interpersonal skills: High degree of patience and tact, and must be able to cultivate respectful, strategic, and collaborative relationships with people from diverse backgrounds; both internally and externally.
  • Hold yourself and others accountable for a high level of performance and integrity.
  • Must be able to work in a challenging environment where constructive feedback from others is encouraged.
  • Have an understanding and awareness of worker rights impacting SAG-AFTRA members.
  • Must maintain regular and acceptable attendance at such level as is determined at SAG-AFTRA’s sole discretion.
  • Must be available and willing to work extended hours  per day or per week, including weekends and holidays, as SAG-AFTRA determines is necessary to meet its business needs.
  • Must be available and willing to travel to such locations and with such frequency as SAG-AFTRA determines is necessary or desirable to meet its business needs.

MINIMUM QUALIFICATIONS:

Education and/or Experience:

  • 4 years of direct management experience in a Contact Center environment. (2+ years in Director level strongly preferred)
  • Fluency in Spanish, both in verbal and written form, is a plus.
  • Bachelor’s Degree preferred, but not required.
  • Must have a passion for customer service, and enjoy interacting with people.
  • Entertainment industry experience preferred, but not required.