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First American Financial - Oklahoma City, OK
posted about 2 months ago
About the position
The Director of Customer Support (Contact Center) at CoreLogic is responsible for overseeing various support teams, including Tech/Help Desk and Tax support teams. This role focuses on creating exceptional client experiences, leading and empowering team members, and transforming the contact center into a modern, digital-first operation. The director will manage processes for continuous improvement in customer experience, emphasizing customer care, quality management, and performance metrics.
Responsibilities
- Transform contact center operations with a digital-first mindset by leveraging existing tools and technology.
- Suggest investment opportunities to drive modernization, automation, and self-service that align with customer expectations.
- Provide strong, dynamic leadership that mentors, develops, and guides team members to maximize client satisfaction.
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
- Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs to exceed Service Level Agreement (SLA) performance.
- Manage metrics to ensure customer satisfaction and report statistical performance levels related to the Contact Center.
- Develop and maintain an effective organization of responsibility, including recruiting, training, coaching, and performance standards.
- Measure performance and productivity against benchmarks and provide guidance based on results.
- Manage Third Party supplier relationships.
- Assist management in developing action plans to improve performance productivity while maintaining quality service in all areas of customer service.
- Develop efficient workflows, streamline customer support functions, and train staff on managing a call center.
- Prepare assessments related to workflows and procedures and provide recommendations for improvement.
- Initiate and develop short and long-range plans for areas of responsibility and participate in corporate and strategic planning.
Requirements
- Proven experience in managing contact center operations and metrics.
- Strong leadership skills with the ability to mentor and develop team members.
- Experience in quality assurance programs and exceeding SLA performance.
- Ability to analyze performance metrics and implement improvements.
- Experience in managing third-party supplier relationships.
Nice-to-haves
- Experience with digital transformation in customer support environments.
- Familiarity with automation and self-service technologies in contact centers.
Benefits
- Health insurance
- 401k retirement plan
- Paid holidays
- Professional development opportunities
- Flexible scheduling
