The purpose of the Global Services Department is to help others come unto Christ by serving members, leaders, and employees globally in a simple and efficient way. There is presently a large and growing organization and multiple points of contact that Church leaders and members must navigate to resolve issues. This position is intended to proactively establish relationships of trust with leaders to address these issues and therefore, lighten the burden on Church leaders and members.
Responsibilities:
Lead the Leaders Member Support (LMS) function in the area, managing all LMS personnel assigned to the area including the Leader Support Manager and Leader Support Specialist.
Represent all aspects of leader and member experience with temporal affairs to the area management, DTA and Area Presidency.
Own the relationship with leaders regarding the essential temporal affairs services, including training of new ecclesiastical leaders.
Coordinate with the Global Services Department (GSD) on system, training, processes and personnel needs.
Ensure coordination with area and GSD personnel occurs to resolve leader inquiries in a timely manner. These are typically complex issues where solutions may need to be researched and sourced. Answers may not exist.
Ensure access to the GSD Center of Excellence is available and used by all LMS area personnel.
Identify opportunities to improve service levels in a simple, efficient and affordable way, and coordinate with functional area managers and the GSD Centers of Excellence to implement changes.
Lead and motivate all LMS personnel to achieve Christlike service to the leaders within the area.
Manage the work of other employees (may include mixed workforce).
Responsible, in partnership with HR, to hire employees and recommend advancement, promotion or any other change of status of employees within their reporting line.
Minimum Requirements:
Bachelor Degree Required (Business, Communication or related degrees preferred), plus 8 years of work experience in a field related to Customer relationship or Customer Experience.
Master's degree (MBA, MPA) will be advantageous.
3 years people management and leadership experience.
Strong communication, presentation, and relationship management skills with both customers and internal management.
Strong listening skills.
Ability to analyze customer feedback and satisfaction research.
To successfully perform the essential functions of the job there may be physical requirements which need to be met such as sitting for long periods of time and using computer monitors/equipment.
Work experience in a contact center environment.
Experience with a Customer Relations Management (CRM) system with Service Now an advantage.
Knowledge of Church organization and how to work with different departments, divisions and other stakeholders both in the area and at Church headquarters an advantage.
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