Director of Call Center Operations
Locations: Rochester, NY
Our team is rapidly growing, and we are looking to add an experienced Director of Call Center Operations to build our call center from the ground up. As the Director of Call Center, you will be responsible for planning and implementing strategies and operations of our call center. You will ensure system and process functionality and productivity. In addition, you will manage your staff and work closely with other departments within our companies.
Higher level Call Center management is required with this position.
Responsibilities include:
Overseeing the call center staff. This includes hiring, training, motivating and providing ongoing professional development opportunities for these employees in relation to customer service and sales with both inbound and outbound calls.
- Develop and set objectives and goals for the call centers' day-to-day activities.
- Conduct effective planning to ensure efficiency for productivity with people and technology.
- Process and present weekly reports, call volume and matrix for management and team as applicable.
- Collect and analyze data, and create recommendations for rates, costs, and customer service.
- Manage customer feedback including accolades and complaints before escalating to Manager.
- Create and establish call center best practices and ensure your team is following.
- Maintain schedule for peak phone volume including nights and weekend demand.
- Work with management to develop company goals and communicate them pertaining to call center department.
- Conduct customer service feedback via surveys and random phone calls to ensure quality control.
- Oversee daily billing and communicate to all members of team on billing needs to ensure efficiency and minimize errors.
- Develop and implement best practice scripting for sales and service purposes.
Qualifications:
- Self-motivated - Have the drive and motivation to build a call center for growing businesses with high expectations for customers service and sales.
- Call center management required and experience building a call center strongly preferred.
- Bachelor's Degree in Marketing, Business or Communications preferred.
- 5+ years' experience in a call center or fast paced operations environment with high phone volume.
- Familiarity with call center software, reporting and data analysis.
- Excellent communication, management, interpersonal and leadership skills.
- Advanced conflict resolution skills.
- Ability to work overtime as necessary to meet goals and demand.
Job Type: Full-time
Pay: $80,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Evening shift
- Monday to Friday
- On call
- Overtime
- Weekend availability
Application Question(s):
- Have you ever managed call center?
Experience:
- Data analytics: 5 years (Preferred)
- Call Center: 5 years (Preferred)
- Call Center Software: 5 years (Preferred)
- Call Center Management: 5 years (Preferred)