Job description
Join TriumphPay!
At TriumphPay, we believe our team members make a difference. They make a difference in the lives of their customers, their communities and with our organization as a whole. That's why we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients and the insurance companies we represent. Because at the end of the day our goal is to help our partners businesses run better.
Position Summary: The AVP of Customer Service will own the customer experience delivery, strategic planning, and execution of all customer support related operations to provide a best-in-class service experience for our customers. Lead TriumphPay’s contact center managers and BPO teams to consistently deliver fast, friendly, frictionless customer service.
Essential Duties & Responsibilities:
- Leads TriumphPay’s multi-site contact center management teams.
- Directing and leading of people and processes with tactical emphasis on customer experience, quality management, workforce planning, training and development and performance management.
- Accountable for meeting or exceeding Service Level Agreements (SLA’s) including but not limited to: Answer Rates, Quality of Service Scores, and Client Satisfaction Scores.
- Collaborate with business analysts, relationship managers, and finance teams to develop and maintain regular forecasting models projecting support volumes and staffing requirements.
- Implement customer centric contact center playbook across support teams
- Develop and maintain contact center policies and procedures.
- Oversee the business system configuration for telephone, IVR, and other critical business systems to ensure a smooth and automated operation.
- Strategize and collaborate with internal teams to foster a culture of service and continuous quality improvement.
- Develop contingency plans to maintain adequate coverage levels to meet SLA’s and support the organization’s business continuity/disaster recovery planning.
- Analyze daily, weekly and monthly support metrics and productivity reports, share analysis with Business Unit Leadership Teams, and offer recommendations based on analysis.
- Foster a culture and work environment focusing on team member engagement consistent with Triumph’s core values.
- Participate in a team environment and business culture that optimizes both customer service and risk management disciplines.
- Maintain confidentiality of client information.
- Perform other duties as assigned and special projects.
Experience & Education
- Minimum of 7 to 10 years of prior call center senior management & operations experience with at least 2 years at Director level with a proven track record of success.
- Bachelor’s degree is strongly preferred. Will consider contact center management experience in factoring, financial services, or in a customer service role in lieu of degree.
- Freight, transportation or general factoring, or logistics industry experience is preferred.
- High emotional intelligence and self-awareness to encourage positivity and engagement throughout the team.
- Strong quantitative analysis skills with the ability to make data-justified business decisions.
Skills & Abilities Required
- Dedicated to meeting the expectations and requirements of internal and external customers. Effectively communicate with team members, debtors, clients and senior management.
- Ability to multi-task and stay focused at high levels of productivity.
- Excellent verbal and written communication skills.
- Ability to understand and follow written and verbal instructions and directions given by manager.
- Intermediate-to-advanced skills in MS Office Suite including Excel, Word, and Power Point.
Work Environment
The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
- Ability to work in a confined area.
- Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.
- While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.
- Specific vision abilities are required by this job due to computer work.
- Light to moderate lifting is required.
- Regular, predictable attendance is required.
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We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.
Go on. Do it. Apply Today!
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