Contact Center Director

What you’ll do:

ELS is searching for a Contact Center Director. The Site Director of Contact Center and Operations is responsible for the strategic planning and execution of all operations within our Gautier MS site. The Contact Center Site Director plans and oversees all aspects of the Contact Center including employee, facilities and vendor management.

Your job will include:

• Manage the development and ongoing operations of the inbound, outbound and administrative functions, leading a site of 70+ associates
• Ensure employees have a safe/secure environment from which to work and the overall employee experience is positive and conducive to the success of the contact center. This includes the day-to-day management of vendors who support the physical site
• Responsible for performance of the 30-person inbound call center team that support reservations and customer service-related calls in for the 100k+ membership base
• Responsible for driving and delivering revenues associated with 11 FTE collections team, Profit Recovery and Referral Payouts
• Supervision of Training Manager
• Work closely with senior management to develop and implement business strategies and goals for referrals, upgrades and customer self-service options
• Responsible for the P/L management of call center, acting as a mentor, manager and problem solver, to enhance efficiency and profitability by working with staff to meet daily, weekly and monthly goals and objectives
• Identify opportunities for revenue attainment and cost control through inbound and outbound calls
• Participate in the design of bonus, recognition or commission plans to support revenue and profitability attainment
• Prepare and provide monthly and quarterly performance reports
• Tracks and trends monthly and quarterly metrics to identify areas for process improvement and continued team education
• Develop core expertise in call center for processes and programs to support and implement training procedures to ensure ongoing call center profitability and revenue attainment
• Recommend system enhancements, programs, and projects that will improve productivity, efficiency, cost management, and overall performance of the call center
• Champion, improve, and execute Customer Service processes and procedures

Skills & experience you bring:

• Bachelor’s degree or combination of education and related experience
• 5+ years of Call Center/Contact Center management experience with extensive knowledge of building and managing outbound/inbound call centers
• Proven experience successfully managing transformations resulting from technology, process and policy changes
• 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
• Strong coach and mentor who can quickly build relationships, effectively manage group dynamics and resolve conflict
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred)
• Experienced working in a cloud-based environment with Contact Center technologies such as Varient and IEX preferred
• Loyalty programs and/or membership program experience a plus
• Working knowledge of live chat
• Strong organizational and interpersonal skills
• Strong motivation, high level of commitment and excellent teamwork skills
• Ability to prioritize, manage multiple projects and meet deadlines without fail
• Excellent written and verbal communication skills
• Proven experience successfully managing analytically rigorous corporate initiatives