Contact Center Director

YMCA
Salary
$46,000.00
How to Apply
Apply Online
Resumes Accepted Until
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Job Description

As the nation’s leading nonprofit organization committed to strengthening communities through youth development, healthy living and social responsibility, the Y offers more than just a job. We offer you a career with a future and the chance to make a lasting difference in your community. This is a great opportunity to join the leadership team of a mission-driven Y, making an impact on the Greater Louisville community since 1853. The Louisville Y has earned a national reputation for innovation and impact. With close to 78,000 members, our association is committed to aggressive growth and excellence. Louisville is the largest metropolitan area in Kentucky approaching a population of 1.3 million. It is a city with world-class arts, amazing food, an affordable cost of living, and more than 150 entertainment venues including the home to the Kentucky Derby. 

The Contact Center Director is responsible for developing, implementing and enhancing the Contact Center systems, technologies and strategies while promoting service excellence. The incumbent oversees the daily operations of all Contact Center functions, including serving members and participants via inbound/outbound calls, web chats and email. 

The Contact Center Director must be member-oriented, have strong leadership skills, excellent communications skills and possess the ability to guide and inspire outstanding performance. This position will be responsible for leading a team of 3 FT and 12 PT staff, and work collaboratively with other departments to ensure high impact member experience. Through ownership, collaboration and innovation, while guided by our mission, this position will attain quality control and meet/exceed established member service goals.

Qualifications

POSITION QUALIFICATIONS:

·        A strong commitment to nonprofit, mission-based work.

·        Bachelor's degree in business administration, communications or related field and/or equivalent experience.

·        Proven customer service experience, with preference given to call center experience.

·        Minimum of 3 years of high level administrative experience, including leadership and supervision.

·        Ability to think conceptually, creatively, portray good analytical skills, and demonstrate assertiveness to manage the scope and diversity of the responsibilities.

·        Results-oriented leader able to execute effective strategies that lead to exceptional member experience

·        Ability to articulate a vision and inspire teamwork toward that vision.

·        A positive, can-do attitude and the ability to work creatively and independently or as part of a team.

·        Experience in budget management, data processing, and information technology skills.

·        Must have ability to work in a fast-paced environment, set priorities, and work with a wide variety of individuals.

·        Superior listening, verbal and written communication skills.

·        Ability to improve and streamline processes, handle multiple administrative tasks, and provide guidance and resolve complex customer and personnel issues.

·        Ability to be upbeat in a fast paced environment, as well as sit and stand for extended periods of time.

·        Must be willing and able to work in access of 40 hours per week, including occasional weekends.

·        High-proficiency in computer skills, including Microsoft Office.

·        Daxko knowledge is desired, but not required.

·        Bilingual (English/Spanish) is desired, but not required.

Essential Functions

ESSENTIAL RESPONSIBILITIES:

·        Uphold the mission of the YMCA and demonstrate behaviors that reflect a determined, nurturing, genuine, hopeful and welcoming nature.

·        Model the YMCA character and values of Caring, Honesty, Respect and Responsibility through your actions and conversations.

·        Develop and implement strategies that will lead to consistently delivering exceptional member experience and first call/chat resolution.

·        Foster a culture of teamwork between Contact Center team and all Y locations and program departments which mutually feeds both membership and program quality/growth.

·        Recruit, train, and daily coach staff to ensure they consistently attain member service goals and deliver high quality service.

·        In partnership with the Operations Team and branch Membership Teams, lead systems (Daxko) and member service focused trainings (Listen First, Service Recovery) for the association.

·        Champion staff and member engagement through effective leadership and excellent people skills.

·        Work collaboratively with Association and branch leadership to ensure improved processes, systems and procedures. Operate at all times within directive and policies of the Association.

·        Assure consistency and compliance with the Association, branches, government, and other record keeping and reporting requirements.

DESIRED OUTCOMES:

·        Meet/exceed the expectation of the Contact Center, answering 80% of calls.

·        Meet/exceed the expectation of offering chat during 80% of operational hours.

·        Meet/exceed staff call time efficiencies 40% and above.

·        Ensure First Call/Chat resolution with each call/chat.

·        Through regular staff coaching, build and cultivate highly skilled, mission inspired staff team that enjoys building genuine relationships with members and participants resulting in exceptional service delivery.

·        Contribute to meeting/exceeding Association monthly new member acquisition goals by utilizing Listen First to match prospective member needs with what the Y has to offer.

·        Contribute to meeting/exceeding Association program enrollment goals by promoting cross-selling efforts.

·        Contribute to the improvement of member retention by consistently delivering high-quality phone/chat service.

·        Maintain a culture of innovation and continuous improvement.