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Director of Concierge Desk

| Greater NYC Area

As the Director of Concierge Desk at Compass, you will oversee the overall operations and scaling of our (Real Estate) Agent contact center, known as Concierge Desk. As a proven leader in this space, you have a track-record scaling contact centers, partnering with third-party providers, managing through SLAs and reporting, and instilling a customer-first approach through every contact and interaction. As the leader of the Concierge Desk, you will partner closely with other functional leaders to ensure training, support offerings, and knowledge across Marketing, IT, Product Support, and Operations are always up to date. And you will be directly responsible for Agent satisfaction with and driving usage of Concierge Desk.

At Compass You Will:

  • Manage a team of functional leads who will ensure the Concierge Desk Team is aware of changes, trained and prepared, and able to offer a first-class level of support on-par or exceeding today’s in-person level of support
  • Remove any obstacles to Agent satisfaction with and usage of Concierge Desk
  • Establish, measure, and report on key performance metrics, including satisfaction, escalation rates, resolution times, complaint rates, and effectiveness are measured and exceeded
  • Continuously improve the capabilities of Concierge Desk to provide additional support to Agents
  • Partner closely with Marketing, Operations, Product Support/Training, and IT functional leadership to develop best practices and share learnings
  • Manage our third-party provider relationships and contract fulfillment, with a focus on SLAs
  • Research and innovate with emerging technology, including artificial intelligence, video-based support, etc., to create a world-class support experience

What We're Looking For:

  • 7-10+ years experience in contact center management and 5+ years of managerial experience
  • In-depth experience scaling a contact center across many dimensions, including number of support agents, locations, channels, and services offered
  • Excellent knowledge of data analysis and performance/operation metrics
  • Proven ability to manage third-party vendors
  • Track record of building a high performance and customer-first culture and teams
  • Strong interpersonal skills and a natural ability to connect with others and manage multiple stakeholders and cross-functional teams
  • Ability to think critically and strategically to evaluate current processes and innovate better systems amidst a high-growth, fast-changing environment
  • Flexibility to travel and work at our Concierge Desk delivery location in North America

At Compass, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.

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