We are seeking a dynamic and experienced Call Center Director to lead our customer service operations. The ideal candidate will be responsible for overseeing the day-to-day activities of the call center, ensuring exceptional customer service, training and developing team members, and driving performance metrics. The Call Center Director will play a key role in developing strategies to improve efficiency, enhance customer satisfaction, and achieve business goals.
Responsibilities:
Leadership and Management:
- Lead and manage a team of call center supervisors and agents.
- Provide guidance, coaching, and mentorship to the team to foster a positive and productive work environment.
- Set performance goals and conduct regular performance evaluations.
Operational Oversight:
- Oversee daily operations of the call center, ensuring smooth and efficient functioning.
- Develop and implement policies and procedures to optimize workflow and enhance customer experience.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
- Develop strategy to improve operational KPIs for efficiency and effectiveness.
- Prepare for scalability and growth for the coming years including planning and logistics required for seasonal fluctuations.
Customer Service Excellence:
- Ensure a high standard of customer service is maintained by the call center team.
- Develop Quality Assurance policy to ensure that standards are being met.
- Implement strategies to enhance customer satisfaction and loyalty.
- Address customer escalations and resolve issues promptly.
Technology and Systems Management:
- Stay up to date with technological advancements in call center systems and implement relevant tools for improved efficiency.
- A working knowledge of Microsoft Suites and other platforms necessary for daily operations including, CRM, VOIP, and communication platforms.
- Collaborate with IT teams to troubleshoot and resolve technical issues.
Training and Development:
- Develop and deliver training programs for call center staff to enhance their skills and knowledge.
- Foster a culture of continuous learning and development within the team.
- Create excellent teams through effective recruitment and hiring procedures that follow EOE standards.
Budget Management:
- Manage the call center budget, ensuring cost-effective operations.
- Identify opportunities for cost savings and efficiency improvements.
Qualifications:
- Bachelor's degree in Business Administration or a related field or equivalent experience.
- Proven experience (4+ years) in a leadership role within a call center environment.
- Strong understanding of call center operations, technology, and best practices.
- Excellent communication and interpersonal skills.
- Demonstrated ability to drive performance and achieve targets.
- Analytical mindset with the ability to use data to make informed decisions.
Benefits:
- Competitive salary
- Health, dental, and vision insurance
- Paid time off
- Professional development opportunities
- Yearly travel
If you meet the qualifications and are ready to lead a dynamic call center team, we invite you to apply for this exciting opportunity.
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Parental leave
- Vision insurance
Schedule:
Ability to Relocate:
- Ogden, UT 84401: Relocate before starting work (Required)
Work Location: Hybrid remote in Ogden, UT 84401