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Sr. Manager Dispute Resolution Operations

3 months ago

McLean, United States BBB National Programs Inc Full time
Job DescriptionJob DescriptionBBB National Programs

BBB National Programs is where businesses turn to enhance consumer trust and consumers are heard.

Sr. Manager, Dispute Resolution Operations

WHO WE ARE

We are a non-profit organization dedicated to fostering a more accountable and trustworthy marketplace. As the foremost thought leader on industry self-regulation, we are shaping the way that businesses and consumers interact with one another. As the home of U.S. independent industry self-regulation, we are currently operating more than a dozen globally recognized programs that have been helping enhance consumer trust in business for more than 50 years. Our programs provide third-party accountability and dispute resolution services that address existing and emerging industry issues, create a fairer playing field for businesses, and a better experience for consumers. We continue to evolve our work and grow our impact by providing business guidance and fostering best practices in areas such as advertising, child-and-teen-directed marketing, data privacy, dispute resolution, automobile warranty, technology, and emerging areas.

ABOUT OUR DISPUTE RESOLUTION PROGRAMS

Our Dispute Resolution programs help businesses create services involving mediation and arbitration, tailored to the specific requirements of the business, and meet federal and state regulatory requirements. For 40 years, our trusted and impartial processes have been used by many businesses needing a dispute resolution mechanism to resolve their customer disputes. Our out-of-court services are offered in two major industries: automotive, and class actions, and include programs such as BBB AUTO LINE mediation/arbitration, class action arbitration, and other future dispute resolution programs developed by the organization.

YOUR IMPACT

As a leader on the Dispute Resolution team, you will play a key role in managing and growing our dispute resolution programs. You will manage and inspire the operations team to create a strong work environment built to cultivate sustainable success. You will oversee the operational policies and procedures in the areas of workforce management, performance management, business processes and workflows, case management, and reporting.

Essential Duties and Responsibilities

  • Oversee the daily operations of both the dispute resolution contact center and the overall case management team. Analyze volume and patterns to optimize organizational processes, resources, and workflows, and to continuously improve delivery effectiveness and accuracy.
  • Oversee daily workflow to ensure cases are handled within the required timeline; consistently analyze and monitor high volume and patterns to optimize consumer experience, including program eligibility reviews, and overseeing in-house mediation and arbitration
  • Collaborate with leadership on business planning and processes, measuring and analyzing key performance indicators, and orchestrating resources for optimal efficiency.
  • Utilize workforce management software and other data sources to effectively plan for variance in volume, meet service levels, and orchestrate resources.
  • Create and cultivate an environment that values and celebrates continuing improvement and growth to build skills and develop a strong talent bench.
  • Leverage industry leading processes and technology to drive workforce decision-making that will enhance the overall stakeholder experience.
  • Managing sensitive investigations and complaints

WHAT YOU WILL BRING

Must have:

  • Bachelor’s degree in business and/or equivalent work experience
  • 7+ years of workforce management leadership experience in a contact center and/or customer service environment
  • Strong understanding and development of contact center metrics and technology to include work force management (WFM) solutions, IVR’s, automatic call distribution, reporting, and contact routing strategies
  • Self-motivated and ability to excel in a minimally managed, high-profile position
  • Ability to work independently, adapt to changing priorities, meet deadlines and work well under pressure
  • Strong analytical and problem-solving skills, with the ability to define problems, collect data, establish facts, and draw valid conclusions
  • Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels within the organization
  • Experience leading, coaching, and developing others
  • Proficiency in CRM software and customer service tools

Let us know if you have:

  • Contact center software knowledge and experience
  • Experience in dispute resolution
  • Microsoft Dynamics or Salesforce experience
  • Fortune 500 contact center experience

WHAT WE OFFER:

At BBB National Programs, we bring a growth mindset as we advance our mission and strive to foster trust, innovation, and competition in the marketplace, while cultivating a team of talented and engaged professionals who seek out new challenges and opportunities to catalyze our progress. We are an inclusive organization, bringing a dynamic environment that supports our employees and the meaningful work we do.

Health & Welfare Benefits: You will be offered a comprehensive plan offering health, dental and vision plans, paid short-term disability insurance, and life insurance.

Financial Well-Being: Build your retirement savings with our 401k plan matching up to 7% of your contributions.

Time Off: You will have flexibility for the time you need off from work. We offer a variety of plans including vacation, personal, and wellness leave.

Wellness: We promote physical and mental wellness by providing a fully equipped on-site fitness center in our offices and an employee assistance program.

Environment: Our modern headquarters in McLean, VA provides the space for creativity and collaboration, and the technology resources so you can be at your best. We believe that an inclusive mindset and diverse workforce are strengths in fulfilling our mission; therefore, we continuously work to engage and develop diverse and inclusive talent and leaders.

This role will be fully onsite in our McLean, VA office.

BBB National Programs is proud to be an equal employment opportunity employer.