Call Center Director

General Summary – Call Center Director

This position is responsible to direct and control the overall operation of the Contact Center in the most cost effective and customer-satisfying manner by leading and coaching a high performance team while complying with federal, state, local laws and internal policy’s.

The Call Center Director will be responsible for:

Operational Management:

• Develop/lead a team of high performers ensuring all campaign measurables meet/exceed client and internal targets.
• Full center accountability inclusive of recruiting, training, production, sales and financials.
• Through performance and cost management, maximizing center profitability.
• Develop strategic and tactical planning for Contact Center operations, including revenue cost planning, management, expansion, etc.
• Coordinates operation to manage and evaluate workflow and reporting of all departments within the Contact Center.
• Conducts weekly and daily meetings, as needed with relevant management staff to review service levels/performance and obtain feedback.
• Establish and consistently meet/exceed client program service goals and objectives in performance, production and quality.
• Implements appropriate motivational/incentive programs in the Contact Center.
• Manage all internal operations functions, as well as, external vendor relationships.
• Responsible for developing budgets, forecasting, and implementing management, administrative, and operational changes to positively impact the actual financial performance compared to budget.

Communication:

• Act as center prime, ensuring successful site visits from both existing and potential clients
• Interfaces and coordinates with Sales, Client Relationship managers and Account Management.
• Ensures communication and consistency with regard to program updates, performance expectations, monitoring of call quality requirements, and coaching expectations between operations managers and supervisors.
• Provide Quarterly feedback to Operations teams regarding Center initiatives. 

Development and Performance Objectives: 

• Responsible for inspecting expectations on training, development, empowerment, positive management practices, employee relations, preventive labor practices, and adherence to all company policies and procedures.
• Complete individual performance evaluations for Management Staff on an annual basis, supported by ongoing feedback, objective setting, motivation and skills development.
• Maintains continuous communication with management, organizational development and supervisory team to develop and agree upon written goals and objectives, training, performance management and career development plans.
• Work with Vice President on creating recognition programs to keep morale high.

• Review Quarterly to determine if the comp structure is working and is willing to make changes/concessions as needed.

The Ideal Candidate will possess:

• 5 plus years inbound call center management, with preference to candidates who also possess outbound sales and inbound technical support experience                
• Knowledge of internal computer/operating systems
• 2 Year Degree or similar combination of education and relevant work experience.  
• Proficiency in MS Word, Power-point & Excel with an emphasis on creation, design & maintenance of spreadsheets.
• Strong analytical and project management skills.
• Budgeting and overall P&L management experience.
• Strong interpersonal, verbal and written communication skills.
• Ability to relate to all levels of staff and management.
• Good reasoning abilities and sound judgment.
• Resourceful and well organized.
• Proven leadership, sales and team building skills   
• Strong knowledge of Contact Center Software and Call Center Metrics