Director, National Contact Center

TIAA • Frisco, TX

4d

About The Position

The National Contact Center Leader manages teams of professionals and managers in support of contact center operations. The job guides the work of the function and/or assigned sites and is responsible for implementing standards and targets to ensure that contact center performance remains high across the organization. The Contact Center Leader job is responsible for short to mid-term (1-3 years) strategic direction of contact center operations in the organization.

Requirements

• 8+ Years Required; 10+ Years Preferred
• Series 7
• Series 63
• Series 24 required or ability to get within 120 days of hire.
• 5+yrs of Management experience
• 5+yrs of Contact Center Experience

Nice To Haves

• Experience managing managers
• Experience managing to KPI's and helping to drive the development of their teams.
• Adaptability
• Collaboration
• Communication
• Conflict Management
• Customer Engagement
• Digital Savviness
• Innovation
• Inspires Others
• Prioritizes Effectively
• Resourcefulness

Responsibilities

• Directs the design and development of systems, standards, targets, and customer feedback mechanisms to monitor customer service performance and ensure that activities are efficient, consistent, reliable, and high quality.
• Ensures performance standards to are met to further the contact center service goals of the organization.
• Directs contact center staffing and ensures the assigned site(s) is running smoothly during the planned schedule period.
• Coaches customer service teams to achieve performance goals and objectives.
• Provides feedback to the organization regarding service complaints or customer concerns.
• Communicates with and influences cross-functional organizational stakeholders and teams members regarding product or service quality issues to appropriate business unit or product managers.
• Communicates customer service budget matters of significance to executive leadership and monitors the cost and effectiveness of activities to prioritize spending and resource allocation.

Benefits

• The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Director