We are looking for a Call Center Director that will be the liaison between our company and its current and potential customers.
- Enables and motivates team members to deliver exceptional client experiences through ongoing support, development, empowerment, and positive reinforcement.
- Coaches the team to ensure the quality of the client experience meets the appropriate standard and fosters problem-solving and critical thinking.
- Measure and manages the team to meet performance targets and links the KPI’s to excellent service delivery.
- Manage and assist Care Center Manager coaching, time off, day-to-day activities, and disciplinary issues to ensure smooth operation.
- Leads by example in driving a culture of client centricity and ensures that the entire Care Center is managing day to day activities appropriately to create the best employee and client experience possible.
- Ensures continuous improvement of the client experience by investigating and addressing root causes in a way that benefits the client and the business.
- Celebrate and share examples of exceptional client experiences.
- Communicates information in a timely, relevant, and accurate manner to all team members.
- Attract and retain top talent to ensure industry leading quality care for our parents and grandparents
- Identify the opportunity to engage subject matter experts from across the team to proactively improve service delivery
- Other duties as assigned.
- 5 – 7 years of related professional experience
• Excellent influencing skills and unafraid to roll up their sleeves • Process improvement skills and experience
- Strong analytical and problem-solving skills
• Proven track record in leading and developing staff • An energetic pace along with a positive attitude • Self-motivation and the ability to work independently and with teams
- The ability to engage team members and respect them as individuals
• Proficient in the use of Word, Excel, Outlook, and PowerPoint • Excellent oral and written communication skills
- Proficient in managing multiple tasks as the same time
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