North Texas Tollway Authority · 3 days ago
Assistant Director of Customer Service
Plano, TX
Full-time
Onsite
Lead/Staff, Director/Executive
$129K/yr - $170K/yr
5+ years expNorth Texas Tollway Authority is a political subdivision of Texas focused on managing toll roads in North Texas. The Assistant Director of Customer Service will lead and oversee the operations of Customer Service staff, develop policies, manage collections programs, and ensure high customer experience ratings.
Transportation
No H1B
Responsibilities
Provides Leadership through: monitoring, coaching, developing and motivating managers in the areas of coaching, internal and external customer service, team building and the measurement and recognition of key performance indicators (KPI)
Leads staff activities and programs by scheduling and assigning tasks and projects, monitoring progress and providing feedback to staff
Oversees personnel activities such as staff levels, recruitment, motivation, performance appraisals, promotions, salary recommendations, counseling and terminations
Manages customer service vendor/contractor relationships. Responsibilities include vendor management, oversight of print vendor, process servers, image reviewers and any other vendor that performs services on behalf of NTTA
Oversees collection, billing, and tracking of customer invoicing
Develops measurements to gauge performance of various outsource providers and internal teams; ensures vendors' practices comply with state and national laws; works effectively with internal/external colleagues who manage other vendor relationships
Designs, executes and measure strategies that improve collection effectiveness
Provides oversight and strategic direction for outside collection agency management, reviewing and evaluating relationships with third-party vendors handling delinquent accounts to maximize recoveries
Develops and maintains reports and presentations as needed to effectively monitor and manage productivity, accuracy, adherence to policies and procedures - including ratios, key performance metrics, trending and analysis
Provides continual monitoring of departmental goals. Identifies achievement and progress against goals and gaps between goals and actual performance. Provides corrective actions to remedy gaps as necessary
Evaluates and recommends design requirements to improve operations platforms; drive digital transformation to improve ease of access and service efficiency
Uses the NTTA methodology for Project Management; plans, organizes and directs operations by:
Recommending and implementing policies and procedures to enhance operations
Monitoring customer service delivery and shifting resource priorities to support organizational goals
Evaluating current operations identifying opportunities to increase customer delivery
Participating on organizational committees representing Customer Service on initiatives both within and outside our organization
Supports the strategic planning process positively impacting culture, quality, leadership, coaching, profitability, productivity, and efficiency throughout Customer Service operations
Prepares budget projections as a part of preparation and manages the implementation of the Operating and Maintenance, Reserve Maintenance Fund and Capitol Improvement Fund budgets. Participates in the development and communication of the Budget to all levels of the organization. Monitors ongoing expenditures, recommending budget adjustments
Develop and implements a communication plan for identifying and distributing information within Customer Service to include inclement weather, disaster recovery, business continuity etc.; escalations and service recovery processes; change management; momentum calendar
Identify, implement and foster a culture that is conducive to employee growth, performance, loyalty and development. Implements career training programs offering staff development opportunities at every level. Developing and administering assessments for evaluating and screening positions. Developing career path areas for employees and benchmarking industry 'Best Practices'
Qualification
Required
Bachelor's degree in business administration, Operations Management, or a related field (or equivalent experience)
5 years' experience with inbound call center operations management, customer service, or other related strategic management
Proficiency in contact center technologies including ACD, IVR, WFM, and QM applications
Strong leadership, management, communications, presentation, business relationship, interpersonal skills
Thorough knowledge of FDCPA and all applicable federal laws, regulations and policies governing collections
Experience managing vendor relationships and service level agreements
Excellent negotiation and communication skills as well as contact escalations
Ability to provide regular updates to the executive staff on the growth of credits and collection and the rate of collection payments and other necessary information
Valid driver's license or ability to obtain Texas Class “C” driver's license within 30 days of hire
Preferred
Experience managing 150 plus direct and indirect reports in a contact center environment
Strong analytical and problem-solving skills with experience in process improvement methodologies
Familiarity with toll collection back-office systems and/or the tolling industry
Benefits
Retention Bonus: $1000.00
Company
North Texas Tollway Authority
North Texas Tollway Authority is to provide a safe and reliable toll road system, increase value and mobility options for customers.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Brittany Kellett
Regional Toll Partner - Supervisor
Eric Landaverde
Talent Aquisition Partner
Company data provided by crunchbase