Call Center Site Director

Founded in 1998, our company has since grown into one of the most preeminent providers of contact center solutions in the nation. Work with Fortune 500 companies providing useful products and outstanding customer experience. Our Mission: We exist to be a seamless extension of our clients - most admired for our culture, extraordinary people and unmatched results.

WHAT YOU’LL DO:

• Grow the agent and support team to 300+ people over the next 12-months.
• Provide leadership for the management teams to achieve desired service levels, expense control, employee development and key KPIs.
• Effectively and knowledgeably represent the site in all meetings and presentations as required.
• Have accountability over all call center operations, support staff, and call center agents.
• Develop and maintain strong interpersonal relationships with peers throughout the organization to ensure effective communications are established and goals are clearly understood.
• Support our new Nashville office, including participating in the hiring of the leadership team and agent staff, directing the build-out of call center and training spaces, assisting the infrastructure setup, and lots more!
• Perform financial analysis on an ongoing basis to include budget preparation, volume forecasts, site incentives, and financial forecasts.
• Develop and deploy standards appropriate to the business needs across all performance aspects, continually benchmarking performance against competition.
• Evaluate performance and continuous improvement initiatives to drive effectiveness and efficiency.
• Work cooperatively and collaboratively with all levels of employees and management, to maximize performance, creativity, problem solving, and results.
• Live and lead into company core values.

Requirements:

• Willingness to be available days, nights, and weekends as necessary.
• Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
• Proven leadership skills to effectively develop, lead, inspire, and motivate a high performing team.
• Detail orientation, organizational, prioritization, and time management skills; experience preferred.
• Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees to achieve a high level of success and productiveness.
• Proven ability and experience in creating and deploying strategic and tactical plans; ability to translate organizational strategy into functional imperatives.
• Demonstrated motivational skills and best practices in team building and rallying with a sales staff.
• Familiarity with relevant call center technology and applications.
• Ability to think analytically to identify trends and take appropriate actions.
• Be present Mon-Fri 12pm - 9pm through the end of the year, or until our agent pool reaches a level that allows us to expand to earlier shifts and/or Saturdays.
• “Yes AND” mindset

Minimum Education Requirements:

• Bachelors degree preferred

Benefits:

• Training- Paid training & development
• Culture- Diverse, welcoming culture with Employee Resource Groups and positive upbeat work environment
• Full time- Full time salaried position
• Benefits- Health Care Plan (Medical, Dental & Vision)
• Great pay- Pay is commensurate with experience.
• Growth- Opportunity for professional and personal growth

Location:443 Donelson Pike, Nashville, TN 37214

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Vision insurance
• Health insurance
• Paid time off

Schedule:

• Evening shift
• Monday to Friday
• Weekend availability
• Day shift
• Overtime
• On call

Experience:

• Operations management: 2 years (Required)

Work Location: In person