Site Director - Contact Center

The Site Director - Contact Center is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Site Director's success is measured by the organization's ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. The Site Director - Contact Center executes the vision for the operation insuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. The role may experience changes as the organization continues to grow and change. Key Responsibilities Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction Manage and expand client and coworker relationships Insure compliance with regulatory agency guidelines and standards Implements call center operational strategies by conducting needs assessments, performance reviews, capacity planning, establishing productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews Executes user acceptance test plans for new program implementations and program changes Works with the various support teams, including Workforce Management, Customer Experience, Human Resources and IT to accomplishes objectives including: Selecting, orienting, training, assigning, coaching, counseling, and enforcing policies and procedures Qualifications and Skills Minimum 5 years of Call Center/Contact Center management experience Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities Exceptional ability to develop and manage results-oriented recruiting and training programs Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations Strong negotiation, interpersonal, written and oral communications skills including statistical report writing Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRMpreferred) Occasional travel to clients required
Salary Range: NA
Minimum Qualification
5 - 7 years

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