Job description
Customer Contact Center Director
The Customer Contact Center Director is responsible for the strategic planning, execution and management of all Contact Center processes and team. Core responsibilities include management and leadership of aspects of the Contact Center, operational emphasis on customer care, quality management, workforce planning, recruiting, colleague development and training. Performance metrics include but are not limited to call efficiency, low abandonment rate, operational effectiveness, staffing utilization, acceptable turnover, and strong financial performance. The Director is accountable for creating a consistent and market leading customer service experience through the Customer Contact Center (C3) including management of the C3 Operations team. The Customer Contact Center Director will also help influence and work with other LOB to drive a more consistent customer experience across all contact centers within Comerica.
Responsibilities
- Define and execute a customer service strategy based on the strategic business priorities, expected business value, and a cross-LOB customer engagement strategy for each customer segment (including associated KPIs), to drive alignment among stakeholders, guide strategic decisions and focus transformation efforts around shared goals.
- Design and implement the future-state Contact Center customer experiences that align with Comerica's enterprise strategy for each customer segment, channel, and LOB (e.g., concierge / differentiated service for high-value customer segments and transactional, fast service for all other needs).
- Provide Comerica agents with the capabilities to handle customer inquiries about third-party accounts wherever possible to reduce the need for transfers and ensure better call experience.
- Establish clear and consistent objectives, KPIs, and targets across the contact center that align with the future state customer service strategy and provides transparency to value realization and performance along with go-to-green plans for non-performing KPIs.
- Enhance experience measurement capabilities to integrate real-time operational and experience data consistently across service channels, point in the value chain and enable reporting and analytics for front-line staff and management.
- Overtime, refine the customer service strategy to align to the engagement model for the desired experience by customer segment, which may include sales and fulfillment aspects.
Responsible for development and administration of annual department budget to attain business goals with operational stability. - Create an integrated, cross-channel customer servicing operating model where agents are cross-trained to handle customer inquiries, with inquiries going to specialized LOB teams (as define) and enabling a shared service COE model in order to drive economies of scale while offering specialized support where needed.
- Build a diversified people capacity strategy for servicing interactions to reduce low complexity call interactions.
- Provide high quality customer services while meeting agreed upon SLAs, improving call performance, increased use of resources and enhancements of existing technologies to increase efficiency, and achievement of metrics.
- Actively contributes to the overall company operational targets as well as daily Contact Center business decisions.
- Explore after-hours and weekend customer support to meet customer demand and offer service capabilities at parity with competitors.
- Establish a Governance framework around all service-related functions and processes to allow for a clear understanding of expectations, objectives, performance, risk appetite and reporting requirements.
- Chair a monthly enterprise-wide working group outlining the results of C3 and governance routines against customer experience and business objectives.
- Align on the investment and funding model required to enable multi-year, transformation and the subsequent, ongoing funding to sustain the future-state operating model.
- Perform proactive issue analysis, incorporate customer complaints/survey results into issue resolution processes and drive continuous improvement for specific service interaction/call types, reducing call volumes and handle times while also enhancing customer experience.
- Ensure compliance with regulatory agency guidelines and standards.
- Provide strong, dynamic leadership that mentors, develops and guides colleagues to efficiently leverage the value of every call for maximum customer experience to our customers.
- Invest in colleague experience and focus on colleague engagement initiatives to reduce attrition, improve productivity, and create stronger career pathing.
- Establishes clear expectations and performance metrics for agents and manages performance against those metrics including driving accountability and performance correction processes.
- Develop a staffing model and talent acquisition strategy for quickly attracting and onboarding specialized and surge staffing to mitigate the impact of peak events (e.g., seasonal, new product, new releases).
- Assist in the development of an enterprise digital acceleration model that is consistent and scalable to improve time-to-market and quality of delivery for new service experiences and capabilities.
- Evaluate additional digital capabilities such as chat, SMS, and conversational AI to enable customers to successfully self-serve for high volume transactional inquiries.
- Assist in the integration of Comerica's customer-facing capabilities to provide a true omni-channel experience, enabling customers to seamlessly navigate across channels with their context / information following them.
- Re-design contact center business processes / workflows and automate manual processes to drive efficiency and reduce the amount of handoffs.
- Conduct a review of configuration and enhance capabilities / tuning to maximize capabilities to address current business needs.
- Invest in improving accuracy, reliability, and interoperability of data to appropriately democratize insights and ensure data governance is tied to management decision making processes and outcomes.
Qualifications
- Bachelor's Degree from an accredited University or 4 years of relevant experience
- 10 or more years experience in a large, fast-paced customer service/contact center operation, preferably in banking or financial services industry
- 10 or more years ability to develop and maintain Key Performance Indicators to measure and improve team performance
- 8 years in-depth knowledge of call center technologies and other business systems
- 8 years demonstrated ability to develop colleagues through coaching, motivation, problem solving and action plans
- 8 years process-driven experience and the ability to identify inefficiencies and optimize call center process
- 6 years collaboration and creating customer focused solutions for both internal and external customers
- 5 years financial and project management as well as demonstrated analytical skills
8:00am - 5:00pm Monday - Friday
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