VP, Contact Centers

Join Triumph Financial!

At Triumph Financial, we’re focused on creating value by driving business and communities of all sizes toward the future. That’s why we’re looking for passionate, solutions-oriented people to join our team. As a values-driven financial service company, our goal is to help our clients succeed and our communities prosper – and that starts with forward-thinking professionals dedicated to our purpose of Helping People Triumph.

Position Summary:  The Vice President, Enterprise Contact Centers will own the customer experience delivery, strategic planning, and execution of all call center operations to provide a best-in-class omnichannel experience for our transportation customers. Leads multiple client experience managers and BPO teams to consistently deliver fast, friendly, frictionless customer service. Fosters an environment which promotes highly engaged employee experience.

Essential Duties & Responsibilities

• Coaches, develops, and mentors a team of client experience managers including internal and external onshore and offshore teams.

• Leads and influences people and processes with tactical emphasis on customer experience, quality management, workforce planning, training and development and performance management.

• Collaborate across the organization with operations, product, and other groups to understand and enhance business processes impacting clients and team members.

• Is 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.

• Leverages data and customer feedback for reporting and collaboration across business units servicing customers to enhance service delivery and improve the customer experience.

• Implements customer centric contact center playbook across customer service teams.

• Develops and maintains budgets and staffing plans for each contact center.

• Partner with sales, operations, and product teams to understand impacts to customer to better forecast support needs across the enterprise.

• Recommends and implements customer facing initiatives, operational improvements and strategies for business improvement including the digitization of the customer experience.

• Establishes, implements, and reviews contact center policies, objectives, and initiatives while following change management best practices.

• Designs and optimizes support flows and partners with telecom and other technology teams to configure phone/IVR, chat, and email support channels to ensure a smooth and automated operation.

• Strategizes and collaborates with internal teams to foster a culture of service and continuous quality improvement.

• Participates in Disaster Recovery and Business Continuity Plan exercises and develops contingency plans to maintain adequate staffing and customer communications.

• Partners with Human Resources and Talent teams on recruiting strategies, compensation, training, and career path development for contact center team members.

• Analyzes daily, weekly and monthly customer service metrics and productivity reports, shares analysis with business unit leadership teams and offers recommendations based on analysis.

• Participates in a team environment and business culture that optimizes both customer service and risk management disciplines.

• Maintains confidentiality of client information.

• Performs other duties as assigned and special projects.

Experience & Education

The successful candidate will possess high-volume customer service skills.  Additionally, the ideal candidate should possess the following:

• Minimum of 10 years of prior omnichannel contact center senior management & operations experience with at least 3 years at Director and/or VP level with a proven track record of success.

• Bachelor’s degree is required. 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 encourage positivity and engagement throughout the team

• Strong quantitative analysis skills with the ability to make data-justified business decisions.

• Experience managing internal contact centers as well as BPO contact center vendor management.

• Experience managing offshore contact centers as well as a remote employee workforce.

Skills & Abilities Required