Director of Call Center Operations

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Job Detail

Job Description

Who We’re Looking For

An experienced Director of Call Center Operations to join our growing team!

Duties and Responsibilities

Work closely with all client facing teams to ensure that all key performance indicators are met.
Implement and manage a Workforce Management tool.
Provide best practices learned from previous work experience
Establish good working relationships with all contact center vendors in order to drive performance.
Provide regular updates to leadership on performance trends and activities occurring to continuously improve.
Work closely with the all internal departments to add insight into operational reports and data.
Engage and build loyalty through promoting relationship building in communications
Develop strategies for future enhancements that align with company goals
Report on key business metrics to top leadership; measuring results and monitoring service quality to provide timely and actionable feedback to the field
Drive root-level resolution to reoccurring and highly impactful service issues and concerns
Establish standard operating procedures, develop and implement approved process and / or operational improvements and verify adherence to policy
Manage department budget for monthly reconciliation and annual planning
Ensure compliance with regulatory agency guidelines and standards
Perform other duties as assigned
Minimum Qualifications

Bachelor’s degree or equivalent, relevant experience
7-10 years of experience in Call Center management
5+ years of managerial experience
Must have experience in implementing and or managing a Workforce Management system
Extensive experience with Salesforce
Interpersonal skills and ability to interact and work with staff at all levels
Strong organizational skills and attention to details
Ability to project professionalism image over the phone and in person
Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment
Good public speaking and presentation skills
Excellent written and verbal communication skills
What We Offer

We believe in a team-first culture, full of rewards and recognition for our employees. We are dedicated to our employees’ success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

Medical, Dental, and Vision Benefits
401(k) Match
Paid Holidays, Sick Days, and Vacation
6 Weeks Paid Parental Leave
Pre-tax Transit Benefits
Discounted Gym Membership
No-cost Life Insurance Benefits

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