The Call Center Director is responsible for overseeing the daily operations of the call center, ensuring that the center provides exceptional customer service, and driving continuous improvement initiatives. The Director will lead and manage a team of call center managers, supervisors, and agents, and will work closely with other departments to achieve company goals.
- Oversee the daily operations of the call center, ensuring that all processes and procedures are followed and that service levels are met or exceeded.
- Develop and implement strategies to improve the efficiency and effectiveness of the call center, including workforce management, technology enhancements, and process improvements.
- Monitor key performance indicators (KPIs) and metrics to assess the performance of the call center and its staff, and take corrective action as needed.
- Provide leadership, coaching, and development to call center managers, supervisors, and agents, fostering a positive and collaborative work environment.
- Collaborate with other departments, such as sales, marketing, and IT, to ensure that the call center is aligned with overall company objectives.
- Manage the call center budget, including staffing, technology, and other operational expenses.
- Ensure compliance with all relevant regulations, policies, and procedures, including data privacy and security.
- Handle escalated customer issues and complaints, and work to resolve them in a timely and satisfactory manner.
- Stay informed of industry trends and best practices, and implement changes as needed to maintain a competitive edge.
- Bachelor's degree in business, management, or a related field; advanced degree preferred.
- A minimum of 5 years of experience in call center management, including experience in a leadership role.
- Strong understanding of call center operations, technology, and metrics.
- Excellent communication and interpersonal skills, with the ability to lead and motivate a diverse team.
- Strong problem-solving and decision-making skills, with the ability to analyze data and make informed decisions.
- Proficiency in call center software and technology, including workforce management and customer relationship management (CRM) systems.
- Ability to work in a fast-paced, high-pressure environment and manage multiple tasks simultaneously.
- Commitment to providing exceptional customer service and driving continuous improvement.
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