Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.
Upgrade has been named a "Best Place to Work in the Bay Area†three years in a row, one of the "Top Companies to work for in Arizonaâ€, and we have received awards for being a best company for Diversity, Women, Culture, and Veterans.
We are looking for new team members who get excited about designing and delivering new and better products to join a team of 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.
What you'll be doing:
- Oversee day-to-day operations of Customer Service, with strong focus on contact center functions such as: customer experience (CSAT), complaint reduction, and call responsiveness
- Responsible for ensuring that supervisors and managers have the appropriate tools to meet/exceed service level agreements
- Accountable for designing and driving usage of call center reporting both in real-time and historical
- Accountable for driving customer complaint reduction through coaching and developing caring and compassionate customer experiences (Cx)
- Accountable for precise scheduling and resource management
- Responsible for exceeding customer experience KPIs such as Schedule Adherence, First Call Resolution, Quality Assurance, and Production Contribution
- Responsible for driving continuous Cx improvement. Responsible for driving employee engagement, development, and career growth.
- Responsible for hiring, development and performance management of staff
- Partner with Operations leaders from Customer Service, Contact Center Technology, New Accounts, Portfolio Management, Oversight, and Business Analytics to align business initiatives
What you have:
- 4 year degree required
- Minimum 8 years working in leadership in a high volume contact center environment
- Technical acumen in contact center tools such as phone system, email, chat, customer feedback, workforce management, scheduling and forecasting, capacity planning
- 3-5 years leading managers and supervisors and 100+ total FTE
- Strong workforce management skills as it pertains to a large contact center team. Extensive experience with contact center metric analysis
- Demonstrated people leadership and employee development
- Strong process improvement, reducing employee and customer pain points
- Strong communication skills with ability to effectively collaborate with various leadership levels and/or department
Bonus Points:
- MBA or equivalent Six Sigma certification or process improvement equivalent
- Project management experience, Telephony system management (Genesys) Omni-Channel management experience (Zendesk, Genesys)
- Workforce management (scheduling, forecasting, adherence, etc.)
- Experience with a wide range of contact center tools/vendors. Direct experience driving customer satisfaction (CSAT) and Loyalty (NPS)
Job Type: Full-time
Pay: From $130,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Work Location: One location