Senior Manager Dispute Resolution Operations
4 days ago
At BBB National Programs, we are dedicated to fostering a more accountable and trustworthy marketplace. As a leader in industry self-regulation, we are shaping the way businesses and consumers interact with each other. Our Dispute Resolution programs help businesses create services involving mediation and arbitration, tailored to their specific needs, and meet federal and state regulatory requirements.
Our Mission
We strive to provide a fair and impartial dispute resolution process for businesses and consumers. Our team is committed to delivering exceptional service and ensuring that our processes are efficient and effective.
Key Responsibilities
- Oversee the daily operations of our dispute resolution contact center and case management team.
- Analyze volume and patterns to optimize organizational processes, resources, and workflows.
- Collaborate with leadership on business planning and processes, measuring and analyzing key performance indicators.
- Utilize workforce management software and other data sources to effectively plan for variance in volume and meet service levels.
- Create and cultivate an environment that values and celebrates continuing improvement and growth.
Requirements
- 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.
- 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.
What We Offer
At BBB National Programs, we offer a comprehensive benefits package, including health, dental, and vision plans, paid short-term disability insurance, and life insurance. We also offer a 401k plan matching up to 7% of your contributions, flexible time off, and a fully equipped on-site fitness center. Our modern headquarters in McLean, VA provides the space for creativity and collaboration, and the technology resources you need to be at your best.
Join Our Team
We are an inclusive organization, bringing a dynamic environment that supports our employees and the meaningful work we do. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
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