Call Center Director

Growing Call Center needs a Leader!



POSITION SUMMARY:


Overall accountability for call center profit and loss results. Responsible for the day-to-day operation of a multi-application, inbound/outbound call center and for the achievement of the highest level of client and consumer satisfaction. Provides direction to call center employees that supports Servicom's efforts to achieve optimum growth potential by providing superior call center services and maximizing profitability. Manages performance & provides coaching & development opportunities for direct reports.





MAJOR DUTIES/RESPONSIBILITIES:


1. Overall responsibility for safety, security, employee relations, scheduling, training, call escalations and the like. Ensures effective staffing, training levels, and efficient operations of center.


2. Manages call center budget & controls expenses to maximize efficient center operation and profitability. Develops, monitors & reports on operating costs within functional areas. Alerts management of cost & labor overruns. Makes recommendations & implements solutions to problems related to same.


3. Partners with the management team to align call center policies and systems with the Company's objectives. Develops and implements & communicates procedures pertinent to the effective and efficient operation of the call center.


4. Evaluates performance of direct reports & provides coaching & development in support of high achievement levels.


5. Collaborates with clients to establish performance standards to meet service goals. Monitors programs & procedures to ensure continuous improvement of sales rates and other client driven performance indicators. Provides operational reporting & analysis to management as required. Identifies service failures or customer concerns and recommends solution options.


6. Creates, develops, recommends and implements recognition/incentive programs, designed to encourage performance excellence.


7. Maintains an expert knowledge of inbound/outbound computer applications, manual work methods, the Automatic Call Distributor and all other supporting technology.


8. Participates in client presentations, assuring their understanding of the Servicom structure and organizational philosophy.


9. Keeps up-to-date on information and technology affecting functional areas to increase innovation and ensures compliance.


10. Collaborates with clients to establish performance standards to meet service goals.


11. Perform other duties and special projects as assigned.





REQUIRED SKILLS/EXPERIENCE:


Three or more years of call center management experience


- 5 or more years of inbound/outbound call center experience


- Experience with call center applications & technology required


- Excellent written and verbal communications skills.


Must have excellent PC skills, including E-mail, word processing, and spreadsheet software.