Executive Director - Customer Engagement Delivery

5 days ago

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The College Board

WebsiteLinkedInAll Job Openings

Education • Education Policy

1001 - 5000

Description

• Oversee strategy and operational excellence for Engagement Delivery teams. • Manage daily contact center operations. • Drive comprehensive performance management across internal and third-party vendor delivery teams. • Build and maintain strategic relationships across departments, divisions, and partners. • Define roles among direct reports and create ownership opportunities. • Lead root cause analysis and remedy implementation when SLA’s are not being met.

Requirements

• Ten years’ experience with call center operations management and managing through a business process outsourcing (BPO) provider, with deep knowledge in call center tools and technology. • Relevant experience related to successful delivery of Contact Center Transformation and Operations. • Experience leveraging feedback and performance levels to course correct. • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to call center. • A propensity for hands-on work and a high level of execution, data driven and analytical. • The ability to analyze business and financial strategy, understanding how one area of the business can affect another area of the business, with excellent attention to detail. • Proven track record of developing performance metrics and implementing data-based process improvement action plans driving customer satisfaction. • Demonstrated leadership, team building and organizational skills. • Strong leadership, interpersonal and motivational skills. • Ability to travel 4-6 times a year to College Board offices and/or vendors.

Benefits

• Comprehensive package designed to support the well-being of employees and their families and promote education. • Robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more. • Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility. • A job that matters, a team that cares, and a place to learn, innovate and thrive.