Director of Call Center Operations

Director of Call Center Operations

Summary:

The Director of Call Center Operations will be responsible for the day to day operations management, interactions, and business processes related to the Columbus, Georgia operations division, as well as developing strategies and working with our company’s key leadership to drive achievement of our organization’s goals.

Responsibilities:

Manages all aspects of the call center operations including span of control over supporting administrative departments at the location

Planning, evaluating, implementing and continuously improving all aspects of the departmental functions and processes

Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, departmental efficiency and service quality excellence

Develop and implement strategies driving reliability and continuous improvement in site and client performance and revenue while managing expenditures

Manage the drivers of site and program financial performance, including attendance, headcount, attrition, compensation, and billing yield

Administer and communicate corporate policy and procedures to employees

Vendor management (location specific) and in coordination with the Accounting department

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Qualification Requirements:

Systems savvy

5+ years management experience in the call center industry overseeing 100 – 200 FTE

Strong analytical skills with the ability to perform statistical calculations relative to call center metrics

Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the Call Center industry

Demonstrated experience working with an international organization

Ability to plan and organize multiple tasks

Must possess strong systems skills; solid analytical and negotiating skills; and effective oral and written communication skills

Must enjoy working in a fast-paced environment and be able to thrive under pressure

Must be organized and have extraordinary time management skills

Some travel is required

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JOIN OUR TEAM

First Credit Services, Inc. is a premier organization working within the collections industry. Being leaders in the industry, we remain at the forefront of CFPB and regulatory compliance. We stand at an A rating by the Better Business Bureau. We have been pioneering innovative and effective collection and decline management programs since our inception in 1993. With our state of the art technology and computer systems, we focus on customer service driven collections.

WE OFFER:

· Professional work environment

· Competitive compensation

· Lucrative Bonus Structure

· Medical,Dental,Vision, and Life Insurance benefits

· Time away from work benefits

· LifeMart Company perks

Job Types: Full-time, Commission

Experience:

• Call Center: 5 years (Required)
• Operations Management: 5 years (Preferred)

Additional Compensation:

• Commission

Work Location:

• One location

Benefits:

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

This Job Is:

• A job for which military experienced candidates are encouraged to apply
• A job for which all ages, including older job seekers, are encouraged to apply
• Open to applicants who do not have a college diploma
• A job for which people with disabilities are encouraged to apply

Schedule:

• Monday to Friday
• Day shift