Executive Director of Customer Experience

3 weeks ago

New York, New York, United States Tandym Group Full time
About the Role

We are seeking an experienced leader to join our team as a Senior Director of Customer Service at Tandym Group in New York.

The estimated annual salary for this position is $120,000 - $180,000, depending on experience and qualifications.

Job Summary

This role involves directing all phases of operations and process improvement through establishing rigorous KPIs and metrics with the goal of first-call resolution. The ideal candidate will have extensive knowledge of online call center phone and tracking systems, project management skills, and ability to train and mentor management-level professionals.

Key Responsibilities:

  • Manage and direct all aspects of call center operations in a manner that builds a strong workplace culture that maximizes both staff and customer satisfaction while meeting budgetary goals
  • Review existing call center policies and procedures and changes to ensure alignment with customer requirements and best-in-class standards
  • Establish and maintain performance metrics to include call efficiency, low abandonment rate, staffing utilization, acceptable turnover, financial performance, and reporting
  • Identify and implement best tracking tools and methodologies to capture metrics
  • Develop and distribute dashboard reports including scorecards, metrics, data, and analytical reporting
  • Oversee the hiring, training, and supervision of call center employees
  • Oversee the delivery of all customer-required training programs
  • Work with cross-functional stakeholders to affirm that day-to-day operational activities are aligned with the overall goals of the Health Plan
  • Take ownership for complaints and grievances and collaborate with other functional areas to identify trends and process solutions
  • Assist in developing and implementing future call center vision and strategy
  • Actively collaborate with sales and retention department, supporting member acquisition and retention

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