Review Vacancy
TitleDirector of Contact Center
Occupational CategoryOther Professional Careers
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $81446 to $102661 Annually
Minimum Qualifications Basic Qualifications:
Bachelor’s degree and four years of progressive customer service and/or client relations experience or an associate’s degree and six years of progressive customer service and/or client relations experience. One year of the experience must have been at a supervisory level.
Preferred Qualifications:
Preferred candidates will have at least three years of experience managing and directing a call center. Strong technical aptitude; ability to work with all levels of staff and leadership; strong and effective communication skills; commitment to continuous improvement while maintaining high levels of quality, customer service and client satisfaction. Insurance industry experience a plus.
Duties Description The New York State Insurance Fund (NYSIF) is seeking an experienced professional to serve as our Director of Contact Center. The Director of Contact Center is responsible for the overall direction, coordination, and evaluation of Contact Center operations to ensure alignment with NYSIF’s customer service strategy. The Director develops and administers changes to NYSIF’s strategic plan and represents the agency on all matters concerning the Contact Center. Responsibilities include, but are not limited to:
• Ensures unit staff effectively respond to approximately 200,000 requests annually while meeting standards in terms of call wait time, accuracy of information and responsiveness to customer requests.
• Reviews statistical data reports regarding call volume, work production, accomplishments and performance of the Contact Center. Reports and/or presents findings to Executive staff with a focus on identifying opportunities for improving customer experience.
• Responsible for assisting several call center groups with data gathering and analysis.
• Develops best practice management and analytical processes used to report, predict, understand and influence financial and operational performance of the Contact Center.
• Plans and prioritizes activities to ensure on-time, on budget completion of projects and initiatives while meeting performance metric expectations.
• Consults with executive staff to examine Contact Center policy issues, daily operating methods, and approaches to problem resolution.
• Mentors staff to ensure efficient and accurate customer service utilizing proper phone etiquette and compliance with all policies and procedures.
• Oversees handling of complex and highly sensitive customer inquiries and customer
complaints. Directs the planning and implementation of any necessary process improvements or training issues tied to complaints.
• Oversees quality assurance review.
• Oversees establishment of workload priorities to maximize efficiency and accuracy to better serve all customers including policyholders, claimants, safety groups, medical providers, and third-party billers.
• Leads the implementation and testing of Contact Center technology solutions.
• Reviews reports on guidelines for studies of public opinion, industry trends, etc. Advises Executive staff regarding the feasibility, cost-effectiveness and regulatory limitations of proposed changes.
Additional Comments The Civil Service title for this position is Customer Service Program Specialist 3.
Some positions may require additional credentials or a background check to verify your identity.