Description:

Costco Auto Program adds value to Costco membership by delivering exclusive savings and a no-hassle buying experience through our national network of Approved Dealerships and exclusive partnerships with vehicle manufacturers.

Headquartered in San Diego, California, with an office in Reno, Nevada and representatives spread across the nation, Costco Auto Program offers a variety of opportunities for career development and growth.

***Local Candidates only, this position is on-site in Reno. No relocation assistance is offered***

The Director, Member Advocate Center is responsible for the strategic planning and execution of all staffing matters and employee relations for the Reno Call Center. Core duties include Tactical emphasis is on member experience, dealer training and support, quality management, coaching and training. This role will demonstrate a commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director, MAC will continually work towards building a high performing team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide strong, dynamic leadership that mentors, develops, and guides team members of all levels
• Planning and management of staff, with an emphasis on recruiting and retaining all promotional staff through strategic workforce planning.
• Organizes, oversees and assumes responsibility for contact center operations such as customer phone calls and emails, daily personnel activities, schedules and training, customer service and other administrative duties.
• Manages performance to meet and exceed team and company performance goals and KPI’s such as Service Level, Average Speed of Answer, Abandon percentage, etc.
• Tracking and reporting performance metrics to include call efficiency, satisfaction rates, staffing utilization and turnover.
• Monitoring results of Quality Assurance (QA) programs fostering continuous performance improvement
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties, staffing levels and supervision
• Works with the department Managers and Supervisors to fulfill department staffing objectives by reviewing headcount, workload and shift requirements.
• Collaborates with Managers and Supervisors on ensuring job expectations are communicated appropriately to all staff.
• Ensures that all Managers and Supervisors are continually monitoring, appraising, coaching and reviewing all staff.
• Planning and reviewing compensation
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Ensuring detailed records of communications are kept in database.
• Conduct cross- departmental training sessions before, during, and after the launch of a promotion.
• Contribute towards the completion of projects as work volume requires. Including, but not limited to escalated member and dealer issues.
• Other duties as assigned

. Requirements:

• 10 years of Call center experience in a managerial role (customer service preferred)
• Bachelor’s degree preferred or equivalent combination of education and experience.
• Minimum of 7 years’ experience leading high performing team
• Proficient in MS Office Suite (Outlook, Word, PowerPoint, Excel)
• Proven leadership and management skills
• Proven experience managing KPI’s (metrics related to member satisfaction, performance levels related to inbound/outbound calls)
• Ability to mentor, empower and develop employees
• Superb decision making and problem-solving skills
• Strong analytic skills
• Takes initiative with strong planning and organizational skills
• Excellent oral and written communication skills
• Excellent customer service skills and phone etiquette
• Flexible and able to adapt to change in a fast-paced environment
• Positive thinker, able to stay calm under pressure
• Excellent interpersonal skills with ability to work with all levels of Senior Management
• Takes initiative towards process improvement to gain efficiencies within the department
• Ability to establish and maintain effective working relationships with all levels of managers and staff
• Must possess strong work ethic for success in a fast-paced dynamic work environment