Director, Service Quality & Workforce Management

Based on years of experience, skills, and other important factors, the chosen candidate will be eligible for either the Associate Director or Director level. This will be determined during the interview process. 

How will your role impact First Command? 

First Command has a deeply embedded foundation of coaching those who serve with longstanding values and a strong culture of service. In alignment with our client-centric approach, the organization is seeking to add a Director of Service Quality and Workforce Management. The leader will deliver proactive client solutions by developing and implementing a comprehensive Quality and Workforce Management strategy.

Recognizing the critical role that service plays in delivering a great experience to our clients and the field force, the Director of Service Quality and Workforce Management will work closely with the Senior Vice President of Service and Support Strategy to ensure the development and delivery of key initiatives that foster better client outcomes through consistent and seamless experiences. The leader will also collaborate with our Learning & Development teams to ensure a coordinated and cohesive strategy is in place across the teams.

The Director of Service Quality and Workforce Management will perform as a leader/contributor to the various enterprise initiatives and will drive experience improvements. Feedback from our clients, field personnel and employees should fuel continuous improvement efforts both on and off our Agile trains, which the leader will own and drive.

What will you be doing? 

•  Develop, implement, and drive a comprehensive strategy for Workforce Management and Service Quality for all client facing service and support teams.
• Lead and develop a team of professionals, supporting the coaching culture. Ensure the team is efficiently and effectively meeting our respective service and support KPI’s
• Inspire, promote, and create buy-in and transparency through consistent and regular communication that is unified with strategic goals enabling team members to see the importance of their contributions.
• Drive positive culture transformation and corporate-wide awareness of Quality through education, communication, and employee engagement.
• Support the development of the service, support, and operations teams to ensure a client centric approach and maintain service approach/process through ‘experience the experience.
• Establish standards and routines used to continually monitor and enhance experiences delivered by the Home Office teams. Improve consistency of service experiences, delivering better client and field experiences.
• Utilizes quality data to recommend and support changes to process, training, and tools.
• Evaluate analytical outputs to test relevance and applicability.
• Identify and understand root causes and drive improvements to key metrics, (Client Satisfaction, Client Effort, Net Promoter Score, Net Emotion Score, Quality Scores, etc.) working with internal partners and stakeholders to affect positive change in processes, agent behavior, training and technology.
• Provide timely, actionable insights at the program, team, and agent level, ensuring company’s objective are consistently met, while moving the client experience forward.
• Make recommendations on appropriate goals and methodologies/metrics for measuring the goals.
• Facilitate cross functional collaborative meetings, providing input and sharing results with stakeholders.
• Develop “Voice Of” programs, reviewing feedback from clients, the field, as well as employees, creating a structured review process inclusive of a closed loop process.
• Ownership of our knowledge management solution and content management routines.
• Expertise in analyzing call and experience data through advanced analytics platforms such as Tethr, CallMiner, Verint, Qualtrics/Clarabridge, Medallia or other similar conversation intelligence tools.
• Proven experience in leading workforce management (WFM) functions using Genesys Cloud, including expertise in forecasting, scheduling, real-time monitoring, and performance optimization to ensure efficient contact center operations and achieve key performance goals.
• Generate short-term, mid-term and long-term capacity plans and forecast models for our service and support teams. Provide accurate workload predictions for annual budgeting and planning.
• Develop staffing scenarios based on real-time, medium and long run tends. Ensure meaningful forecasts align with actual staffing requirements, while maintaining the work/life balance of the employees.
• Offer data driven recommendations to leadership on staffing levels, ensuring appropriate awareness and actions.
• Administration of the Workforce Management system for the contact centers. Establish KPIs and develop service center reporting for intra-day, daily, weekly, monthly, and executive level reporting needs.
• Utilize reporting from the WFM system tracking, analyzing, and reporting on call center/agent performance.
• Provide regular and detailed analysis on contact center performance to management and leadership.
• Monitor systems and provide real-time analysis, identifying performance trends that impact the client experience, taking decisive staffing actions to mitigate service impacting events.

What roles will you lead? 

•  Supervises a centralized support team that is responsible for the development and delivery of solutions that improve the overall consistency and quality of the experience being delivered by our service and support teams to our various constituencies.

What skills qualifications do you need? 

Education

• Bachelor’s Degree in Business or related field

Work Experience

• At least ten years leadership experience required with demonstrated ability to lead and develop.
• Previous Quality Management and Workforce Management leadership experience in service center operations.
• Thorough knowledge of the financial services industry with prior industry experience preferred.

Certifications 

• Finra Series 7,63 and 24 required 

Required Knowledge, Skills, and Abilities

• Strong knowledge of compliance with federal and state regulations.
• Extensive understanding of the client experience and employee experience connection.
• Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics.
• Excellent strategic planning, business, and transformational change leadership skills.
• Ability to establish and facilitate effective working relationships and strong networks at all levels in the organization through partnership, collaboration, and consensus building; ability to influence.
• Ability to analyze, interpret and utilize significant data to make sound business decisions.
• Excellent communication, interpersonal, consultative and negotiation skills; ability to make effective presentations to all levels of audiences.
• Ability to handle multiple tasks simultaneously in a fast paced, diverse, and growth-oriented environment.
• Ability to develop and operate within a budget.
• Ability to maintain a high degree of confidentiality.
• Ability to travel up to 20%.

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