Director of Call Center Operations

The Director of Call Center Operations is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the member experience. This includes providing the member with the best possible, note-worthy experience during the entire, end-to-end relationship with our company, as well as yielding the appropriate products and services for the member.

The emphasis is on concierge-style customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include high conversion rates, call efficiency, low abandonment rate, staffing utilization, acceptable turnover, financial performance and reporting. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, morale and culture.

The Director of Call Center executes the vision for the operation ensuring the Call Center meets both member and organization, departmental needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Role and Responsibilities

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum conversion rates,
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
• Proven experience managing metrics, ensuring high levels of customer satisfaction and reporting statistical performance levels related to Call Center and team member level,
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards and expectations, delineation of duties and responsibilities, staffing levels and supervision
• Coordinate analytic, strategic and technical resources to meet client expectations and ensure the highest levels of satisfaction
• Ensure compliance with regulatory agency guidelines and standards
• Planning and executing strategies to enhance profitability, productivity and quality.
• Develops business, project, and financial plans and goals.
• Makes suggestions and recommendations for improving performance and procedures.
• Responsible for development of annual department budget to attain business goals with operational stability

Knowledge, skills & experience requirements

• Proven track record of leading a growing company’s customer experience, as well as generating high volumes of interactions and driving revenue
• Bachelors degree or higher preferred,
• Minimum 5 years of Call Center/Contact Center management experience,
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
• Exceptional ability to develop and manage results-oriented recruiting and training programs
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Strong interpersonal, written and oral communications skills – including statistical report writing

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off