Director of Customer Experience - Greenville, United States - World Finance

Description

World Acceptance Corporation's approach to Customer Service is something we pride ourselves on. We emphasize establishing trusting and respectful relationships and assisting Customers with their needs.

As the Director of Customer Experience, you'll inspire the management team to ensure that this approach is utilized in all interactions with our Customers.

The Director of Customer Experience is responsible for advancing our company's services to our valued customers and branches by overseeing centralized Customer Service and Support teams.

These teams have daily contact with thousands of customers and field associates. The role requires experience dealing with all aspects of first-party loan originations.

Essential Duties and Responsibilities:

• Oversee multiple teams that deal with inbound communication from World's customers and branches.
• Manage to production metrics and data-based performance goals.
• Development of Managers and Team Members, including professional growth and positive work environment.
• Subject matter expert for World's Customer Service efforts, including industry regulatory and best practices
• Collaborate with World leaders on new strategies for enhanced customer experiences.
• Policy and Procedure, Handbook, and Work Standards writing and development.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Experience managing in a call center environment is preferred
• High-level knowledge of a variety of computer software applications including Excel and Outlook is required.
• Must be able to work in a fast-paced environment with multiple competing tasks and demands.
• Strong analytical and critical thinking skills.
• Must have high level of interpersonal skills and the ability to handle sensitive and confidential situations.
• Position continually requires demonstrated poise, tact and diplomacy.
• Ability to interact and communicate with individuals at all levels of the organization.
• Ability to learn other applications quickly, including in-house applications.
• Must be detail oriented and able to catch errors before they are distributed.
• Ability to handle difficult situations with a positive attitude and disposition.
• Must be a self-starter, ethical, hardworking, goal-oriented, and a team player.
• Excellent interpersonal, written, and oral communication skills.

Education and/or Experience:

• 4-6 years minimum of progressively higher experience related to management and Customer relations - including call center and customer service environments.

Physical Demands:

• Must be able to constantly remain in a stationary position.
• The person in this position needs to frequently move about inside the office.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Occasionally may require light lifting up to 25 pounds.

Work Environment:

• Office environment.
• Occasional travel is required.

This job description reflects management's assignment of essential functions; and nothing in this herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

It is the policy of World Acceptance Corporation to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

In addition, World Acceptance Corporation will provide reasonable accommodations for qualified individuals with disabilities.