Senior Director, Call Center Operations

External Title: Senior Director, Call Center Operations

Division: Operations

Location: Remote

Type: Full Time

About the Team

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 that will support 2-4 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 dashboa