Vice President, Customer Care

SunStrong Management, LLC•Houston, TX

4d•Onsite

About The Position

Sunstrong Management is currently searching for a Vice President – Customer Care to be responsible for the operations of Sunstrongs contact centers which currently include approximately 300 seats in three locations. This includes accountability for customer service effectiveness, cost and contribution to customer sentiment. This role is responsible for the development and continual evaluation of process, technology, labor, and digital engagement strategies for Sunstrong customers. Additionally, this role will be responsible for developing, changing, and implementing policies and procedures for all contact center staff. The preferred candidate will have significant experience as a customer service transformational leader, and/or specifically relevant management consulting, business process outsourcing, or technology-related professional services experience.

Requirements

BA/BS in business, marketing, communications, information technology or related degree OR equivalent work experience
Minimum years of experience required: five or more years of experience in call center operations/management
Demonstrated departmental leadership experience, preferably experience managing 100+ seat contact center
Willingness to travel, including periodic international travel
Ability to adhere to PCI and Compliance standards
Strong analytical skills complimenting a desire to understand the “why” behind the numbers.
A sound understanding of how to use and interpret data in problem solving performance improvement and strategic planning.
Desire to extend a culture of accountability, professionalism and care.

Nice To Haves

Conversational Spanish fluency

Responsibilities

Develops strategies and plans for customer service: to support new sales; service customer accounts; attract, train, audit, develop and retain customer service talent; and forecast needs and requirements for contact center operations
Ensures contact center performance levels meet or exceed established service level, quality and cost goals
Ensures control and minimization of costs including management ratio, attrition, and overtime
Creates, evolves, reviews and implements policies and procedures related to the operation of the contact center
Identifies and implements call deflection strategies to continually lower customer contact rate while enhancing customer insight, satisfaction and propensity to refer Sunstrong to prospective customers
Evaluates and improves customer experience from the day their solar system is placed in-service across the full 30-year term of their agreement
Executes and continually improves risk and control processes including applicable company policies and procedures for span of control.
Communicates performance results at appropriate intervals (intra-day, daily, weekly, monthly, quarterly, annually).
Drives action (“get well”) plans for performance not meeting expectations
Provides leadership to support the organization to meet the goals of the contact center
Analyzes and evaluates customer experience; identifies and implements change necessary to improve customer experience, reduces negative customer sentiment and drive positive customer sentiment
Analyzes and evaluates call center operations. Identifies and implements change necessary to improve operational quality and cost performance
Develops and executes pragmatic plans to drive customer interaction from current cost of service to lower cost of service, while maintaining or improving customer sentiment
Evaluates contact drivers and take action to reduce reactive or low value contact, while increasing proactive/accretive contact.
Evaluates data and directs analytical staff to develop customer insights and inform decisions.
Develops and executes strategies regarding future needs, including process and technology enhancements that align with company goals
Leads planning efforts to scale the contact center to handle a changing volume and complexity of incoming customer interactions. As necessary, evaluates labor sourcing strategy.