College Board's Operations division (~130 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board's exciting transformation to support delivery of digital assessments.The Customer Engagement department (60 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year.This integrated team serves as the organization's 'front line' and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
As the Senior Director of Call Center Operations, you play a critical role overseeing the strategy, planning and implementation of College Board's customer experience vision at our third-party contact centers. You will build strong relationships and develop our vendor management approach. The Senior Director will lead the delivery of a world-class customer experience, driving continuous improvement, and elevating customer satisfaction while ensuring performance and financial benchmarks are met. The Senior Director will drive transformational change to scale services and capabilities in support of College Board programs. This is a leadership role with 5-8 direct reports.
In this role, you will:
Vendor & Stakeholder Management (60%)
Manage daily contact center operations and implement the College Board Customer Experience vision at our third party and BPO partners.
Manage contact center operational activities including process/procedural definition, resource allocation, and SLA tracking and delivery. Tactical emphasis is on customer experience, quality management, reporting trends, and workforce planning. Ensure coaching commitments and training implementations are happening timely. Performance metrics include call efficiency, low abandonment rate, staffing utilization, acceptable turnover, and financial performance.
Hands-on approach to participate in root cause analysis and remedy implementation when SLA's are not being met or non-SLA related issues arise. Responsible for assisting with vendor process definition and documentation. Collaborate with the Operations Vendor Contract Management team monitoring and evaluating vendor's processes and procedures to ensure they are appropriate for delivering operating and quality levels. When necessary, assist in the development and tracking of additional operational metrics to measure performance and quality.
Drive delivery of transformational change by providing leadership and direction to complex, multi-stakeholder programs focused on improving customer experience in a cost-effective way.
Build and maintain strategic relationships across departments, divisions, and internal and external partners.
Develop Best Practices to optimize business process outsourcing across offerings, project teams, and resources.
Coordinate business process details including service transitions, work hand offs between vendors and subcontractors, and end-to-end service levels.
Responsible for fiscal management and effective allocation of resources within call center.
Ensure intra-day adjustments are made to ensure contractual SLA's and CB cost expectations are met.
Interface with a cross-functional team of subject matter experts (SMEs) or business unit leadership to identify process areas that can be optimized through shared services; focus on opportunities that gain efficiencies, improve quality, and/or increase consistency in service delivery.
Continuous Improvement (20%)
Work across Customer Engagement and program teams to build a continuous improvement environment to support an improved experience for customers and driving efficiency for the business.
Analyze business processes by mapping and evaluating as-is process scope, objectives, and steps to ensure they support the customer experience objectives. Identify gaps and opportunities for improvement, integrating new and improved processes with existing ones. Recommend process, quality, and performance measurement improvements.
Drive organizational understanding of contact drivers and customer needs to inform product and policy decisions.
Leverage data and metrics to help drive decision making. Identify and in some cases develop reports and dashboards to share visibility to trends and challenges. Proactively communicate results, opportunities, and action plans, drive improvement initiatives.
Identify opportunities to reduce contacts, improve the customer experience and reduce costs. Engage with the appropriate groups to implement changes to achieve those objectives.
Partner closely with the Customer Experience team to design and deliver world class solutions and service.
Manage and Collaborate with Cross-Functional Teams (20%)
Lead and develop the Vendor Management team providing strong, dynamic leadership and mentoring; develop a robust, knowledgeable, and pro-active team environment in service of College Board customers.
Responsible for delivering analysis and insights regarding team and individual effectiveness and performance.
Collaborate across Customer Engagement teams to drive alignment on insights and priorities. Ensure workflows and processes support best in class customer experience.
Participate and influence cross-functional teams to analyze data and provide innovative solutions in complex and difficult situations; oversight of issue escalation management, as needed.
Drive alignment, consistency, and cohesiveness in people practices, team management, and customer service to achieve corporate goals.
You have:
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
An ease working in undefined situations and evidence of creating clarity and path forward
Ability to travel 4-6 times a year to College Board offices and/or vendors
Eligible to work in the United States
About Our Process
Application review will begin immediately and will continue until the position is filled
While the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week process
About Our Benefits and Compensation
College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.
The hiring range for a new employee in this position is $108,000 to $165,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.
Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.
Your salary is only one part of all that College Board offers, including but not limited to:
A comprehensive package designed to support the well-being of employees and their families and promote education. Our 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
You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.
