Director, Customer Care Center

Washington, DC
Apr 20, 2017
Apr 21, 2017
Executive, Director
Full Time
Organizational Profile The National Association for the Education of Young Children (NAEYC) is a professional membership organization that works to promote high-quality early learning for all young children, birth through age 8, by connecting early childhood practice, policy, and research. NAEYC advances a diverse, dynamic early childhood profession and supports all who care for, educate, and work on behalf of young children. Position Description NAEYC is seeking a Director of the Customer Care Center to lead the customer care team. This individual provides operational excellence, consistent and accurate transaction processing, and performance management of the team. In addition, this person is responsible for the planning, managing, and executing daily customer care center operations to support NAEYC's core programs. The Director will supervise a staff of four direct reports. Primary Responsibilities and Key Objectives Ensures that resources are available to handle incoming calls, requests, and fulfillment; while ensuring that service levels, queue management and workflow meet or exceed defined standards. Drive the success of both the team and individual associates by creating a supportive environment where associates are expected to perform and receive the support to be successful. Develop and manage the customer care budget. Develop and manage weekly, monthly and quarterly success metrics. This should include data from inbound and outbound call data. Create an environment of continuous quality improvement within the customer care center to ensure business operations are effective and efficient. Collaborate with NAEYC teams, in particular marketing, membership and content strategy and development to ensure strategic goals for the Association are met. Work in collaboration with association operations to ensure all transactional operations are accurate and timely, in compliance with financial obligations and issues are elevated and addressed. Support the successful implementation of new or enhanced member initiatives and identify opportunities for improvement; initiate steps to implement change. Knowledge, Skills & Abilities Excellent oral and written communication skills are required. Strong MS Office computer and database management skills. Excellent organizational skills and attention to detail. Exhibits leadership qualities in customer service and project management. Strong ability to prioritize multiple tasks and meet deadlines. Possess an enthusiastic attitude and passion about the community and work of NAEYC, viewing every support interaction as a chance to impact customers in a positive way. Ability to work in a fast paced, complex, and dynamic environment Qualifications Bachelor's degree preferred. Six years of experience in leading diverse teams in a customer service environment. Experience in managing people. Proven track record of successful project management. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to move throughout the building; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; and talk or hear. The employee must occasionally lift or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EQUAL EMPLOYMENT OPPORTUNITY - NAEYC is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, marital status, personal appearance, sexual orientation, gender identity or gender expression, family responsibilities, political affiliation, matriculation, genetic information, disability, or protected veteran's status, or any other factor that is a prohibited consideration under applicable law. Job Posted by ApplicantPro