Director Of Call Center Operations

Job Summary:

Our client is seeking a highly experienced and dynamic Director of Call Center Operations to lead their customer service team. The ideal candidate will have a proven track record in managing large teams within a call center environment and a passion for delivering exceptional customer service.

Responsibilities:

Leadership: Lead the operational and strategic direction of the call center, managing a team of call center agents

Performance Management: Monitor and improve call center metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Average Handle Time (AHT), and First Contact Resolution (FCR).

Recruitment & Training: Oversee the recruitment and training of new call center agents, ensuring they are equipped with the knowledge and skills to effectively serve our customers.

Strategy Development: Develop and implement call center strategies that align with the company's objectives and ensure high-quality customer service.

Operations Management: Manage the day-to-day operations of the call center, ensuring operational efficiency and effectiveness.

Data Analysis: Continually analyze call center operations and data to identify areas for improvement and implement changes accordingly.

Qualifications:

1. Minimum of 10 years of experience in managing large teams in a call center environment.
2. Proven leadership skills with a strong ability to motivate and manage a team.
3. Excellent communication and interpersonal skills.
4. Strong analytical skills with the ability to interpret complex data.
5. Detail-oriented with a strategic mindset.
6. Experience with [specific software or technology tools].
7. Comfortable working in a fast-paced, high-pressure environment.
8. Bachelor's degree in Business Administration or related field preferred.

If you are a seasoned call center leader with a passion for customer service and a knack for team management, we would love to hear from you.