Director, Member Advocate Center

The Director, Member Advocate Center provides strong leadership and management to the Member Advocate Center team, overseeing contact center operations and performance metrics. Responsibilities include recruiting and retaining staff, managing performance, and planning and reviewing compensation.

Requirements

• 10 years of Call center experience in a managerial role (customer service preferred)
• Bachelor's degree preferred or equivalent combination of education and experience.
• Minimum of 7 years’ experience leading high performing team
• Proficient in MS Office Suite (Outlook, Word, PowerPoint, Excel)
• Proven leadership and management skills
• Proven experience managing KPI’s (metrics related to member satisfaction, performance levels related to inbound/outbound calls)
• Ability to mentor, empower and develop employees
• Superb decision making and problem-solving skills
• Strong analytic skills
• Takes initiative with strong planning and organizational skills
• Excellent oral and written communication skills
• Excellent customer service skills and phone etiquette
• Flexible and able to adapt to change in a fast-paced environment
• Positive thinker, able to stay calm under pressure
• Excellent interpersonal skills with ability to work with all levels of Senior Management
• Takes initiative towards process improvement to gain efficiencies within the department
• Ability to establish and maintain effective working relationships with all levels of managers and staff