Director Contact Center Operations-SCS

Indianapolis, IN, United States

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Title:  Director Contact Center Operations-SCS Requisition Id:  4312

Job Function:  Customer Service

Work Location:  Indianapolis, IN (Executive)

Position Purpose: Responsible for leading and managing operational functions including workforce management (WFM), Quality Assurance, Contract Administration and CAC teams for the customer service and inside sales departments. Creates alignment with operational goals and strategies. Provides leadership in support of service level and staffing goals, overall quality assurance and accurate processing of contracts and credits to ensure customer expectations and operational efficiency are achieved. Responsible for preparing and implementing a business plan for all contact workforce administration processes, quality assurance processes, and back office functions including, staffing, process improvement, forecasting strategies, sampling methodology, automation and training. Provides leadership and technical expertise on contact center operations as well as supports the business unit to achieve business goals. Accountable for ensuring overall effectiveness and reliability for all processes used in customer service.

Key Job Activities: 1) Selects, trains, and develops an effective and efficient staff:

• Makes every reasonable effort to select, train, and develop qualified, diverse workforce.

• Establishes and communicates performance standards and objectives; conducts performance appraisals.

• Recommends salary adjustments, promotions, transfers and dismissals.

• Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources.

• Counsels and coaches employees on educational and job opportunities in order to enhance career development, and keeps staff informed of current problems, procedural/operational changes, and new developments in the department and Company by conducting periodic meetings.

• Administers and communicates all Company policies and procedures, communicates to staff, interprets, as necessary, and ensures compliance and safety.

• Monitors and ensures that employees are performing their functions safely and productively. Makes recommendations for changes or improvement, when necessary, in order to prevent accident or injuries.

• Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity.

• Develops subordinate managers and/or supervisors, particularly in the management techniques of planning, organizing, leading and controlling through continued coaching and feedback on performance.

2) Provide leadership and strategic direction for the contact workforce organization including workforce management, quality assurance, contract administration and CAC team members

3) Management of the day-to-day operations within the contract workforce organization to achieve/exceed goals defined by business planning and consistent with strategic goals, including:

• Workforce management- Continuously reviews and drives effectiveness/efficiency of the customer service function by monitoring real-time adherence to schedule in order to maximize productivity and contact center performance.

• Quality Assurance- Owns and drives all quality assessment processes across the department for all work streams including call, case and contract management; Supports quality sampling methods and quality audits by conducting reviews of department processing.

• Contract Administration and CAC- Partner with commercial leaders in the development of contract and pricing strategies, implement practical solutions to address business objectives and goals by converting strategy into action; Track performance and compliance of agreement terms and conditions

4) Ensures effective and efficient utilization of all contact workforce resources through accurate forecasting of workload, developing effective schedules and staffing plan, managing the real time operation and communicating performance results.

5) Develops and implements all contact workforce program and execution plans in support of new product launches, program initiatives and acquisition and business development integrations.

6) Develops of and monitors key metrics driving continual improvement and operational effectiveness and efficiency for entire contact workforce organization.

7) Develop and maintain contact workforce organization policies, processes and technology solutions.

8) Establish and refine systems infrastructure as necessary to meet ongoing and emerging needs of the company.

9) Build contact management center of excellence by leveraging industry best practices, including enhancing the culture of customer focus, flawless execution and strong compliance and relentlessly seeking and leading process improvements to enhance performance and results.

Education: Required Education: in Bachelors or Equivalent

Experience (EMEAA): Certifications and/or Licenses: Physical Responsibilities: Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.

Disclaimer: The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.

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