Director, Ingo Customer Care
Job Details
Management
Full Time
4 Year Degree
Description

The Director of Ingo Customer Care will be responsible for overseeing the cultural reformation of a call center team of remote agents into a first-class customer-focused enterprise. The Director will liaise regularly with Risk Assessment & Mitigation department leadership to ensure the Customer Care team stays abreast of current issues/policy changes, etc. that impact the customer experience. In coordination with department line managers, the Director will ultimately be responsible for ensuring customer care agents deliver first-class customer service in every interaction, whether it be by phone, email or chat.

 

Specific Duties & Responsibilities

  • Analyze existing systems and processes and recommend/implement improved solutions as warranted and feasible
  • Define and document department standards and procedures necessary for ensuring optimal customer experience
  • In consultation with training department, evaluate and enhance new hire & ongoing training programs for agents in order to expand their job knowledge and continuously develop their customer service skills
  • In consultation with the QA department, monitor the activities/interactions of the customer service team to ensure compliance with established standards of quality customer care
  • In consultation with the HR department, establish a performance management system for the team that ensures agents understand goals and objectives and feel supported by department leadership
  • Audit and prepare periodic reports on team productivity and quality metrics
  • Stay abreast of industry best practices and ensure communication mediums through which customers can readily contact a company representative remain contemporary and efficient
  • Routinely monitor social media platforms in an effort to provide quick responses to customer inquiries and/or app reviews
  • When escalated, analyze and research complicated customer issues and develop plans to mitigate them
  • Maintain strong department vendor relationships
  • Forecast hiring needs and manage annual department budget
  • Complete special projects as requested by executive leadership

 

Qualifications

Qualifications/Skills

  • Exceptional leadership and collaboration skills
  • Excellent interpersonal and communication skills (both oral & written)
  • Strong organization and project management skills
  • Superb analytical, diagnostic, and troubleshooting abilities
  • Ability to maintain composure under stressful working conditions (e.g. the angry customer)
  • MS Office (Outlook; Word; Excel, PPT) and database proficiency
  • Ability and willingness to be available to team outside of standard business hours; including evenings, weekends and holidays in emergency/time sensitive situations

 

Education/Experience

  • Bachelor’s degree required
  • 5 years of customer service experience required, preferably in a call center environment
  • Minimum 2-3 years in a supervisory/management role required
  • Banking industry experience is a definite plus
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