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This job was posted by https://okjobmatch.com : For more information, please see: https://okjobmatch.com/jobs/3184482 At CoreLogic, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. CoreLogic is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

CoreLogic is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it\'s a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At CoreLogic, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we\'re working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

As a Director of Customer Experience with CoreLogic, you will embark on a fulfilling journey of professional growth in a dynamic and fast-paced service environment overseeing a variety of support teams including several Tech/Help Desk Collateral Solutions applications support teams and several Tax support teams. As part of our team, you will be pivotal in creating exceptional experiences for new and existing clients. In this role, you will excel as a leader, guiding and empowering our team members and fostering a culture of success. You will provide corporate direction, management, consultation, and oversight for the Platforms function. With a strategic plan for the operation, you will execute the vision and transform the function into a modern contact center with a digital-first mindset and approach.

Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include client satisfaction, speed of final response, IVR containment, call efficiency, low abandonment rate, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

KEY RESPONSIBILITIES

• Transformation of contact center operations with a digital first mind set by leveraging existing tools and technology and best practices.

{=html} <!-- --> - Suggest investment opportunities to drive modernization, automation, self-service that aligns with customer expectations and drives client satisfaction.

{=html} <!-- --> - Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum client satisfaction.

{=html} <!-- --> - Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,

{=html} <!-- --> - Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,

{=html} <!-- --> - Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center,

{=html} <!-- --> - Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,

{=html} <!-- --> - Measures performance and productivity against benchmarks and provide guidance based on results.

{=html} <!-- --> - Management of Third Party supplier relationship(s).

{=html} <!-- --> - Assist management in developing action plans to improve performance productivity while maintaining quality service in all areas of customer service.

{=html} <!-- --> - Develop efficient and effective workflows, streamline customer support functions to improve operations and train appropriate staff on managing a call center. Assist in developing specific policies and procedures.

{=html} <!-- --> - Prepare assessment related to workflows and procedures and provide recommendations on areas of improvement to increase efficiencies and streamline the customer support processes.

{=html} <!-- --> - Initiate and develop short and long range plans for areas of responsibility and participate in the development of corporate and strategic plans. Serve as a content expert to represent Customer Support on committees, initiatives and strategic planning.

{=html} <!-- --> - Collaborate with appropriate functional business partners on the on-boarding, implementation and management of new clients

During new business implem