Essential Job Functions
- Set and manage goals for the Customer Care and Collections departments, including KPIs such as customer satisfaction, response time, first call/case resolution and average days delinquent, etc.
- Work with IT to identify and develop technology solutions to improve customer experience workflows and customer communication
- Make recommendations for hiring, training, and development of Customer Care & Collections team members
- Ensure that the Customer Care & Collections teams are providing excellent customer service by reporting on performance and quality and coaching on course corrections
- Track and measure KPIs and report on progress to senior management
- Contribute to training curriculum by documenting process, technology and customer treatment enhancements
- Lead and manage functional projects according to scope, deliverables and timelines
- Analyze customer issues and identify root causes
- Develop, document and implement process improvements to improve customer experience in Care & Collections
Education/Experience
- Bachelor’s degree in business administration, customer service, or a related field
- 5+ years of experience in contact center operations, including at least 3 years in a management role
- Strong understanding of customer service principles and best practices
- Experience with Collections business strategies and success in implementation and measurement of Collections KPIs
- Experience in renewable energy sector strongly preferred
- Experience with process improvement and project management