Director, Customer Support (Contact Center)
CoreLogic Solutions, LLC

Job Info

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At CoreLogic, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. CoreLogic is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

CoreLogic is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At CoreLogic, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

As a Director of Customer Support (Contact Center) with CoreLogic, you will embark on a fulfilling journey of professional growth in a dynamic and fast-paced service environment overseeing a variety of support teams including several Tech/Help Desk applications support teams and several Tax support teams. As part of our team, you will be pivotal in creating exceptional experiences for new and existing clients. In this role, you will excel as a leader, guiding and empowering our team members and fostering a culture of success. You will provide corporate direction, management, consultation, and oversight for the Platforms function. With a strategic plan for the operation, you will execute the vision and transform the function into a modern contact center with a digital-first mindset and approach.

Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include client satisfaction, speed of final response, IVR containment, call efficiency, low abandonment rate, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

KEY RESPONSIBILITIES

• Transformation of contact center operations with a digital first mind set by leveraging existing tools and technology and best practices.
  

• Suggest investment opportunities to drive modernization, automation, self-service that aligns with customer expectations and drives client satisfaction.
  

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum client satisfaction.
  

• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
  

• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
  

• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center,
  

• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
  

• Measures performance and productivity against benchmarks and provide guidance based on results.
  

• Management of Third Party supplier relationship(s).
  

• Assist management in developing action plans to improve performance productivity while maintaining quality service in all areas of customer service.
  

• Develop efficient and effective workflows, streamline customer support functions to improve operations and train appropriate staff on managing a call center. Assist in developing specific policies and procedures.
  

• Prepare assessment related to workflows and procedures and provide recommendations on areas of improvement to increase efficiencies and streamline the customer support processes.
  

• Initiate and develop short and long range plans for areas of responsibility and participate in the development of corporate and strategic plans. Serve as a content expert to represent Customer Support on committees, initiatives and strategic planning.
  

• Collaborate with appropriate functional business partners on the on-boarding, implementation and management of new clients
  

• During new business implementations, plan, develop and implement operational workflows, recruitment and selection of staff, training and management reporting.
  

• Prepare customer support responses to RFPs for new business as required.
  

• Facilitate Customer Support workgroups as needed.
  

• Assess structure and workflow to optimize staffing and meet response/resolve rate expectations.
  

• Evaluate and analyze the customer support functions to ensure compliance with policies and compliance with regulatory agency guidelines and standards where appropriate.
  

• Analyze inquiry trending and provide regular feedback to Product and TSG to improve customer experience
  

• Complete special projects as required.
  

Job Qualifications:

Knowledge and Skills

• Strong preference for having managed Technical Help Desk teams or related functions therefore possessing deep understanding of technology configurations, SQL, coding etc.
  
• Exceptional leadership skills, emotional intelligence, and ability to motivate others will be key to success
  
• Strong change management experience is required
  
• Demonstrated ability to effectively resolve problems/escalations
  
• Ability to build strong relationships with stakeholders across various functions and locations.
  

Education and Experience

• College degree preferred or equal combination of education and experience.
  
• Minimum of 7 years planning, developing, and managing a contact center and working with onshore, offshore and managed services models.
  
• Thorough knowledge and understanding of contact center management principles, practice, methods and techniques, including performance metrics.
  
• Effective leadership and analytical skills including working knowledge of staffing models and scheduling.
  
• Metrics driven mindset, leveraging data to make insightful and well-informed decisions.
  
• Exceptional planning and organizational abilities, allowing you to handle multiple projects and prioritize effectively.
  
• Experience managing distributed teams including offshore resources and coordinating stakeholders across multiple functions and locations is essential.
  
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
  
• Agile transformation agent who thrives on change management.
  
• Technical Skills: Advanced user of Excel and working knowledge with mainstream CRMs, Ticketing/Customer Service Systems/Platforms, Telephony Infrastructure, OmniChannel Platforms .
  
• Excellent interpersonal, verbal and written communication skills.
  
• Experience in planning, developing and implementing new client accounts, programs, products or services in real estate, financial or technology sectors.
  

What's in it For You:

• Large (~$2B+ revenue) formerly public information services and data business
  
• Durable cash flow and profitability regardless of changes in macroeconomic conditions
  
• Company certified as "A Great Place to Work."
  
• Hybrid working model- 1 day in the office a week for "moments that matter" and the rest of the time can be remote.
  
• Competitive compensation and benefits!
  
• Career path for continued professional growth.
  
• Working with leaders that care about your professional growth!
  
• Access to our world class self-development portal, centered around you as the employee. We take pride in our work and believe in cultivating a work environment that supports and values our greatest asset: our talented employees.
  

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CoreLogic's Diversity Commitment:

CoreLogic is fully committed to employing a diverseworkforce and creating an inclusive workenvironment that embraces everyone's uniquecontributions, experiences and values. We offer anempowered work environment that encouragescreativity, initiative and professional growth andprovides a competitive salary and benefits package. We are better together when we support and recognize our differences.

CoreLogic benefits information can be found here: http://www.yourcorebenefits.com/. Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from any posted range.

EOE AA M/F/Veteran/Disability:

CoreLogic is an Equal Opportunity/Affirmative Actionemployer committed to attracting and retaining thebest-qualified people available, without regard torace, color, religion, national origin, gender, sexualorientation, gender identity, age, disability or statusas a veteran of the Armed Forces, or any other basisprotected by federal, state or local law. CoreLogicmaintains a Drug-Free Workplace.

Please apply on our website for consideration.

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