What You’ll Do:

• Responsible for hiring, development and performance management of a team of supervisors in the New Accounts department
• Champion engagement activities for the department, leveraging contests, activities, and recognition (the big and little things matter)
• Build and maintain career pathing opportunities and objectives to improve employee morale and retention. We love our employees and want to make sure this is a place they can build a career
• Responsible for ensuring that supervisors and agents have the appropriate tools to meet/exceed service level agreements.
• Lend a voice to our agents and supervisors, be their advocate and help drive meaningful change
• Proactively source feedback from all stakeholders on how to improve our product, platform, and our team.
• Responsible for exceeding customer experience KPIs such as Schedule Adherence, First Call Resolution, Quality Assurance, and Production Contribution
• Partner with Operations leaders from Customer Service, Contact Center Technology, Portfolio Management, Oversight, and Business Analytics to align business initiatives and make sure we’re always on the same page. Communication can be hard, but it’s one of the most important parts of a successful operation

What We Look For:

• Minimum 4 years working in leadership in a high volume contact center environment
• 2-4 years leading supervisors and 40+ 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

Note to Have:

• 4 year degree in financial services related field
• Technical experience in contact center tools such as phone system, email, chat, customer feedback, workforce management, scheduling and forecasting, capacity planning
• 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)

What We Offer You:

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages

Notice to California-based Candidates for Employment. This California Candidate Privacy Notice is intended to provide information about how Upgrade collects and uses personal information to California consumers who apply for employment with Upgrade If you are employed by Upgrade, refer to the Employee Handbook for additional information. For any questions about this notice, please contact ccpa@upgrade.com.

Personal Information Upgrade Collects:

Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Characteristics of protected classifications under California or federal law, including demographic information and other personal information obtained during the application process, such as gender, race, national origin. Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information, other information obtained through background checks, including employment, credit, and criminal history. Education Information. Any other information you provide as a part of recruitment, job application, or interview process.

Purposes for Collecting Personal Information:

To consider qualifications, skills, and interest for employment. To communicate with you during the recruitment and interview process. To conduct background checks and verify your information if you are offered employment. To provide compensation, including payroll, and administer stock options and benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States. To improve recruitment and interview processes and ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements including state and federal company reporting obligations.