GHC - HomeSafe - Director of Customer Experience

Company: KBR, Inc
Location: Houston
Posted on: January 28, 2023

Job Description:

Title:GHC - HomeSafe - Director of Customer ExperienceHomeSafe Alliance is the single global household goods movement manager for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.The Director of Customer Experience executes the Customer Care strategy, provides leadership oversight and development, and manages performance of the omni-channel teams that deliver extraordinary customer service to our customers and clients completing over 300,000 Military Household Goods moves per year.POSITION DESCRIPTION:

• Serve as a senior leader to the Customer Care team of approximately 250 leaders and customer care specialists, including inbound and outbound contact center operations in multiple channels.
• Deliver upon established performance Customer Care goals and objectives, to include exceptional customer service from valued advisors, efficiently run operations, and engaged workforce.
• Build and lead a Customer Care leadership team, dedicated to delivering exceptional performance through the effective coaching and development of their teams. -
• Be intentional with developing a diverse and inclusive work environment that inspires employee engagement and enhances culture.
• Readily identify opportunities to improve organization, processes and procedures to promote maximum efficiency and improve the overall customer experience.
• Accountable for leveraging observations and data-based reporting to closely monitor trends in performance, determine root cause when gaps occur, and develop and execute SMART action plans.
• Ensure risks associated with business activities are effectively identified, measured, monitored and controlled.
• Effectively collaborate and communicate with an internal cross-function HomeSafe Alliance team, partnering to ensure overall mission accomplishment and adherence to contractual deliverables, obligations and service level objectives.
• Build professional relationships with external vendors that partner with HomeSafe Alliance to contribute to overall performance of the Customer Care team.
• Contribute to the development of business requirements for the systems and technology that enable and support the contact center operations, staffing and customer service delivery.
• Serve as the global customer advocate within the company with a frontline subject matter expert perspective on the voice of the customer and customer care employee.
• Proactively engage in industry organizations, remaining knowledgeable on current and emerging industry standards, technology and practices.
• Strategic stakeholder, participating in ongoing strategy development and business inject prioritization.QUALIFICATIONS AND SKILLS REQUIREMENTS:
  • 7 years relevant customer service industry experience
  • 5 years progressive levels of responsibility in a contact center environment
  • 3 years of experience leading in an omni-channel contact center environment
  • Bachelor's degree, or equivalent combination of work experience, education and training. -
  • Proven ability to work closely with business leaders and functional departments to develop solutions to complex problems and projects.
  • Clear and compelling communicator that can deliver effective oral and written messages, flexing to meet the needs and styles of varied audiences.
  • Proven ability to develop and inspire high performing teams in a geographically distributed/remote environment.Preferred
    • Military experience and/or immediate family member of a military member while on active duty.
    • Master's Degree or Professional Designation
    • Experience implementing a new contact center
    • Experience leveraging NICE software/applications to manage contact center capacity and schedules.
    • Experience partnering with - BPOs/Third-Party vendors.In compliance with the U.S. federal government's vaccine mandate, only candidates who are fully vaccinated for COVID-19 or have a reasonable accommodation or approved medical exception will be considered for this position.HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

Keywords: KBR, Inc, Houston , GHC - HomeSafe - Director of Customer Experience, Executive , Houston, Texas