Director of Contact Center Systems & Programs

Public Storage is recognized as one of America’s Best Large Employers in 2022 by Forbes and our employees have also voted us as a Great Place to Work, having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

With more than 2,800 locations nationwide, Public Storage is the leader in the self-storage industry, and given our number of tenants, we may very well be the world's largest landlord. We've experienced unprecedented growth over the past four decades, and it's in no small part due to the dedicated team that has helped us become an S&P 500 industry leader, the country's largest real estate investment trust (REIT), and the most recognizable name in self-storage.

We are looking for a strategic leader to join our Contact Center in Glendale, CA. This leader will build, manage and drive tools and programs enabling our agents to deliver best in class customer experience. 

Training

• Provide leadership and guidance to the Care Center Training Program, including strategy, curriculum, processes and initiatives across internal teams and potential BPO partners.
• Own overall management of training systems, content and communication processes 
• Ensure consistency in the quality of training programs, materials and initiatives launched by the Care Center
• Establish metrics and tracking mechanisms to build training completion accountability, assess training effectiveness, measure results, evaluate trends, and optimize the impact of training programs.
• Develop strong relationships with operational leaders and peers gaining a deep understanding of business and culture to connect learning needs and training offerings to the business strategy.
• Coach and develop a team of learning and development professionals.

Quality Assurance

• Lead Care Center QA Program, including developing strategy, and processes and effective initiatives to drive adoption across internal teams and potential BPO partnerships.
• Establish the quality standards governing customer interactions, designed to ensure that the customer experience is consistent across all customer touch points, within our internal group as well as throughout our outsourced partner network.
• Facilitate and lead calibration sessions with Care Center leaders and outsourcing partners to ensure consistency in the evaluation process across teams.
• Implement change management strategies by identifying key stakeholders, approaches, and communication plans for developing new processes, technology, and/or tools.
• Support the Voice of the Customer program by identifying and outlining the root cause of interactions and escalating trends to the business stakeholders.
• Investigate any inconsistencies and create solutions by providing corrective and preventive action plans to drive operational improvements.

Knowledge Management

• Build and manage and set the direction for the Care Center Knowledge Management Program, including developing the necessary skills within the Care Center Team.
• Create, capture, organize and assess knowledge assets for enterprise use.
• Coordinate with cross-functional teams to align the knowledge management strategy with broader organizational learning strategies.
• Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements.
• Build and drive the culture of knowledge sharing within site operations and serve as the advocate for knowledge management initiatives within organization.
• Monitor progress and learning processes by keeping track of engagement, project outcomes and knowledge metrics
• Providing relevant coaching, training and support to champion a knowledge management culture.

Project Management 

• Develop and manage a detailed project work plan and schedule.
• Provide project updates on a consistent basis to various stakeholders on strategy, adjustments, and progress
• Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
• Utilize industry best practices, techniques, and standards throughout entire project execution
• Monitor progress and make adjustments as needed
• Measure project performance to identify areas for improvement

Compensation
Base Pay Range: $135,000 - $170,000
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of our total awards approach to compensation which is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses or incentives.

• Bachelor's degree or advanced degree required. 
• 8-10 years of experience in the learning, development, QA and Knowledge Management fields.
• A strong understanding of the Care Center environment and the role Training & Quality Assurance plays in the attraction, retention, and performance of high-quality employee talent.
• Experience with enterprise level telephony and chat platforms required.
• Knowledge of Training and Quality Assurance tools: Knowledge management, data, text or speech analytics, LMS, and other authoring and analytics tools required
• Exceptional written and verbal communications skills
• Proven ability to deliver information and instruction with great clarity
• Technical skills and proficiency in the use of various presentation and analytical tools necessary for the creation of visually and verbally engaging content
• Analytical skills - capable of gathering, conducting and evaluating analyses, identifying points of improvement, and developing clear and compelling solutions and strategies from the findings
• A strong leader with a personal sense of responsibility for group performance, handles multiple simultaneous projects, and has a strong work ethic working under minimal supervision
• Strategically savvy - strong business acumen to measure key service deliverables
• Agile and organized - You thrive in fast-paced and dynamic environments; you can multitask and prioritize your responsibilities; you demonstrate a methodical approach to all your work

Public Storage offers competitive compensation program, in addition to medical, dental, vision, life, LTD, STD, AD&D, 401(k) with company matching, FSAs for healthcare and dependent care. Public Storage is an equal opportunity employer.

All your information will be kept confidential according to EEO guidelines.

Relocation assistance is not available for this role.

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