Job Code: HR08-14
Date Posted: June 6, 2008
Location: Washington, DC
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Description:
The function of this position is to provide operational
management for the Institute’s Call Center by developing and
overseeing processes and the management of service request to
ensure AIA consistently delivers value to its members and
customers. Responsibilities include overseeing call center
operations, staff training and recruitment, tracking and reporting
call center productivity and effectiveness, and increasing caller
satisfaction.
Duties: • Manages call center-focused Information Central team by
defining accountabilities, establishing performance objectives,
ongoing employee development and performance, providing feedback
and guidance, ensuring policy and procedure compliance, and
coordinating staff schedules. Responsibilities also include
recruiting and hiring, conducting performance appraisals and
disciplinary actions and making compensation recommendations.
• Identify and direct the development of the call center
programs and processes designed to support strategic plan goals and
specific metrics related to managing the member experience and
delivering value.
• Develops external member/customer service benchmark
standards and monitors call center performance against standards;
continuously strives to improve internal and external
customer/member satisfaction, team effectiveness, and climate, by
conducting and measuring staff assessment and member survey
responses.
• Coach and train staff to development opportunities for staff
that will enhance individual and organizational effectiveness.
Develop and implement knowledge transfer processes with other
departments to ensure that the Information Central staff can
respond to questions and inquiries with timely, relevant and
credible information. Identify areas for service improvements and
changes in call and data management processes.
• Partner with other teams to provide call center support to
deliver timely, credible and customer focused messages to members
regarding departmental programs and initiatives.
• Develop call center budget and monitor the effectiveness and
efficiency of the call center.
• Works with the IT staff to ensure that call center systems
and equipment are designed and operate to achieve top quality call
center service.
• Identify, recommend and implement enhancements to call
center technology to improve customer service and work flow
efficiency. Regularly collect and prepare management and other
reports that reflect call center productivity, efficiency and
effectiveness.
• Handles or leads special projects as assigned.
Contacts:
All AIA national component staff
Members
Staff of state and local components
Members of the public
Other associations and institutions that might be able to assist
our members
Experience:
Demonstrated expertise in call center management and customer
service operational environments. Demonstrated success in analyzing
data and utilizing trends for process improvement. Outstanding
supervisory skills. Ability to consistently demonstrate, and elicit
from others, an outstanding customer service commitment, including
behaviors of resourcefulness, diplomacy, and sensitivity to the
needs of members and components. General understanding and
knowledge of a membership or association environment. Skill in the
use of MS Office applications and call center technology systems.
Strong ability to interface effectively with a wide variety of
customers; strong interpersonal skills and ability to establish and
maintain productive professional relationships with internal and
external clients. Outstanding teamwork, negotiation and
presentation skills. Excellent communication skills, both written
and verbal. Ability to work well and maintain poise under pressure.
Familiarity with budget planning, preparation and management.
Creativity in developing solutions to new and existing priorities
and challenges.
Bachelor’s degree in Business or related field. Minimum of
five years call center experience. Experience in an association
environment and in the Architecture, Design, or Engineering
industry preferred.
Supervisory Requirements:
Four full time call center representatives
Contact:
AIA Human Resources
RE: Job Title and/or Job Code
1735 New York Avenue NW
Washington, DC 20006
Fax: 202/626-7476
E-mail: aiajobs@aia.org
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