JOB OPENING – DIRECTOR OF CALL CENTER OPERATIONS POSITION: Director of Call Center Operations
REPORTS TO: Vice President of Operations/General Manager
DATE: December 20, 2019
DATE REQUIRED: Immediately
- Position Objective
The primary role of the director of call center operations is to supervise and monitor company and client policies and procedures. Director ensures that subordinate employees comply with internal and client regulations, policies and programs. The director has to lead subordinate members of his team of all levels throughout periods of transition and implementation of new initiatives and the corresponding tasks and responsibilities as well as the achievement of goals and objectives. Manager is accountable to self as well as the members of their team.
II. Job Duties and Responsibilities
- Lead team of diverse levels to the achievement of goals and objectives
- Successfully direct the overall inbound/outbound customer care operations
- Assist management in the forecast employee headcounts in an effort to meet and exceed client expectations
- Set priorities for the team to maximize results based on client objectives
- Provide exemplary leadership skills (Lead by Example) while focusing on employee development
- Conduct employee reviews as outlined by company guidelines
- Create a positive “High Energy” working culture that spells success
- Manage and control employee turnover
- Consistently meet and exceed client metrics: "Key Performance Indicators"
- Measure and Analysis of overall team performance levels daily and develop strategies to achieve higher standards of performance
- Meet and exceed monthly revenue and expenseobjectives
- Develop and implement contest plans to drive employee motivation
- Monitor and control alloperational cost
- Participate in daily, weekly and monthly management meetings
- Participate in daily, weekly and monthly client required conference calls and Cultivate a healthy relationship with the Client to solidify our value as their strategic partner
- Present monthly KPI statistics to Sr. Management
- Consistently analyze the overallaccount performance (root cause analysis)
- Effectively Communicate expectations across all levels and facilitate learning of new Procedures
- Analysis of all processes seeking their maximum efficiency and crucial utilization of the available tools
- Plan training, classes and timelines for the year to establish hiring peaks and maximize staff utilization
III. Required Knowledge, Skills, and Abilities
- Call Center Operational Management/director level experience (min 5 yrs management)
- Preferably 6+ years of Call Center/Inbound/Customer Care Expertise preferred in service solutions environment
- Excellent leadership abilities
- Managed Client Accounts in excess of 200+ employees
- Results oriented and ability to drive strategy with goal changes
- Highly detail, task Oriented as well as excellent analytical skills
- Possess exceptional organization and problem solving skills
- Expertise on the customer service industry
- Strong computer skills in MS Office
- Effective verbal and written English and Spanish communication skills, as position requires constant communication with all levels of our business (Agents, client, management, etc.)
- Fully Bilingual preferred (English/Spanish) with excellent written and verbal communication skills
- Proactive with strong analytical and strategic abilities
- Adaptable to change and capable to influence change as well
- Demonstrated experience in client interface, presentations and project management
