Director Customer Service

Unleash your potential by joining our team as a Director of Customer Service. At PERA, you can support those who have supported you whether it’s a favorite teacher, the snowplow driver that cleared winter roads or the state trooper who let you off with a warning. Chances are these people who make a difference are PERA members and you can make a difference to those who have helped you.

JOB SUMMARY

This position is one of four division directors within PERA Benefits primarily responsible for the overall management and direction of PERA’s contact center. The Customer Service Director is also responsible for oversight of walk-in customer contact, secure messaging, and non-secured e-mail correspondence with PERA's members and retirees.

ESSENTIAL FUNCTIONS

• Provides leadership and direction of the PERA contact center, customer service, and main lobby kiosk operations to ensure all members receive an exceptional service experience

• Oversees Division staff and responsible for all management functions including hiring, developing, and creating an engaged and high-performing team committed to serving members

• Directs actions of Division to comply with PERA law, rules, policies, procedures, state and federal regulations

• Leads team of managers to execute Division objectives, including service level and quality measures

• Oversees the compilation and monitoring of customer service data and takes corrective action as needed to ensure division performance expectations are being met

• Coordinates with other divisions to ensure proper staffing and training for member/retiree requests

• Provides member/retiree perspective on understandability of PERAs website and written materials

• Analyzes, develops, and executes plans to enhance customer service operations

• Researches, evaluates and implements new technologies and industry best practices to improve efficiency and effectiveness of contact center operations

• Develops and adheres to Division’s annual budget, objectives, goals, and monitors spending to ensure efficient delivery of customer services

• Sets and communicates standards and expectations that are specific and measurable for productivity goals and employee development; prepares and conducts performance reviews and corrective action when necessary

• Engages the team in continuous learning, improvement, and operational performance

• Ensures that staff have the resources, tools, and training needed to effectively perform their jobs

• Participates in organizational strategic planning

• Actively engages in training, conferences, and educational opportunities for ongoing professional development

• Maintains regular and prompt attendance in the workplace

• Carries out other duties as assigned

QUALIFICATIONS

• Bachelor’s degree in Communications, Business or Public Administration, or related field; ten years of progressive experience directly related to the described essential functions, preferably in a financial institution, pension industry, or public sector; or equivalent combination of education and experience

• Experience directly managing/supervising overall contact center daily operations

• Interpersonal skills including team-building, training, quality,