Director, Contact Center

What work will you perform?

We are seeking a Contact Center Director who has experience establishing a Contact Center from the ground up. You will collaborate with senior management to drive the organizational design that will align the contact center goals with overall business objectives. After the design phase you will lead the implementation of standing the Contact Center up.

Post Implementation, the Contact Center Director will oversee the daily operations of the contact center to ensure high levels of customer satisfaction and operational efficiency. This role is responsible for leading a team of managers and supervisors, optimizing processes, implementing strategies for performance improvement, and ensuring the delivery of exceptional service to clients and customers.

Essential Responsibilities:

• Design and execute strategies to enhance customer experience, optimize workflow, and reduce costs without sacrificing service quality.
• Lead and manage a team of call center managers, supervisors, and representatives, ensuring alignment with organizational goals and customer service standards.
• Provide coaching, training, and development opportunities to foster professional growth and a positive team culture.
• Oversee day-to-day call center operations, including call routing, service level targets, and staffing requirements.
• Analyze performance data and customer feedback to identify areas for improvement in service delivery.
• Develop strategies to improve key performance indicators (KPIs), including customer satisfaction, first call resolution, and response times.
• Implement quality assurance practices and oversee regular audits of calls and interactions to ensure consistency and quality.
• Manage the call center budget, ensuring cost efficiency while maintaining service quality.
• Serve as a liaison between the call center and other departments, ensuring smooth communication and alignment with broader company and departmental goals.

Required Minimum Experience and Education:

• Bachelor's degree in business administration, management, or a related field (or equivalent experience)
• 7 years of experience in call center operations, with at least 3 years in a leadership role

Preferred Experience and Education:

• Master's degree in a relevant field.
• Experience with workforce management software and reporting tools.
• Familiarity with customer experience (CX) principles and best practices.
• Experience leading or partnering on workforce transformation initiatives including lean, six sigma, and change management.

Knowledge, Skills, and Abilities:

• Strong knowledge of call center technologies, CRM systems, and performance management tools.
• Excellent problem-solving, communication, and interpersonal skills.
• Proven ability to lead and motivate teams, with a focus on performance management and staff development.
• Strong analytical skills and ability to make data-driven decisions.
• Ability to handle high-pressure situations and manage multiple priorities.