Director, Customer Experience REQ15521

CoreLogic Director, Customer Experience REQ15521 Oxford, Mississippi Apply Now

This is a Job Description for a Director, Customer Experience in Oxford, Mississippi.

Summary: As a Director of Customer Experience with CoreLogic, you will embark on a fulfilling journey of professional growth in a dynamic and fast-paced service environment overseeing a variety of support teams including several Tech/Help Desk Collateral Solutions applications support teams and several Tax support teams.

As part of our team, you will be pivotal in creating exceptional experiences for new and existing clients. In this role, you will excel as a leader, guiding and empowering our team members and fostering a culture of success. You will provide corporate direction, management, consultation, and oversight for the Platforms function. With a strategic plan for the operation, you will execute the vision and transform the function into a modern contact center with a digital-first mindset and approach.

Duties & Responsibilities:

1. Transformation of contact center operations with a digital-first mindset by leveraging existing tools and technology and best practices.
2. Suggest investment opportunities to drive modernization, automation, self-service that aligns with customer expectations and drives client satisfaction.
3. Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum client satisfaction.
4. Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
5. Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
6. Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center.
7. Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
8. Measure performance and productivity against benchmarks and provide guidance based on results.
9. Management of Third-Party supplier relationship(s).
10. Assist management in developing action plans to improve performance productivity while maintaining quality service in all areas of customer service.
11. Develop efficient and effective workflows, streamline customer support functions to improve operations and train appropriate staff on managing a call center.
12. Assist in developing specific policies and procedures.
13. Prepare assessment related to workflows and procedures and provide recommendations on areas of improvement to increase efficiencies and streamline the customer support processes.
14. Initiate and develop short- and long-range plans for areas of responsibility and participate in the development of corporate and strategic plans.
15. Serve as a content expert to represent Customer Support on committees, initiatives and strategic planning.
16. Collaborate with appropriate functional business partners on the onboarding, implementation and management of new clients.
17. During new business implementations, plan, develop and implement operational workflows, recruitment and selection of staff, training and management reporting.
18. Prepare customer support responses to RFPs for new business as required.
19. Facilitate Customer Support workgroups as needed.
20. Assess structure and workflow to optimize staffing and meet response/resolve rate expectations.
21. Evaluate and analyze the customer support functions to ensure compliance with policies and compliance with regulatory agency guidelines and standards where appropriate.
22. Analyze inquiry trending and provide regular feedback to Product and TSG to improve customer experience.
23. Complete special projects as required.

Requirements and Qualifications:

College degree preferred or equal combination of education and experience. Minimum of 7 years planning, developing, and managing a contact center and working with onshore, offshore and managed services models. Thorough knowledge and understanding of contact center management principles, practice, methods and techniques, including performance metrics.

Equal opportunity employer.