Job: Call Center Director

Jobing Description

Job ID: JD-E-CS-69 Location: Twinsburg, OH Career Type: Full-Time Career Level: Experienced (5-10 years) Shift: 1st Shift Education: Bachelor's Degree or Equivalent Work Experience Travel Involved: None Call Center Director Job Responsibilities: The Call Center Director will be responsible to: Monitor and evaluate performance relative to Customer Care goals and objectives, analyze variances; develop and drive action plans to achieve optimal results. Hire, develop and retain all leadership roles to support growing Customer Care department. Oversee, participate and support career path development. Forecast and planning to ensure necessary staffing levels to support customer demand. Partner with Director of Quality to conduct daily call observations to monitor overall employee performance. Develop and monitor benchmark standards to improve customer satisfaction and overall service levels. Analyze, identify root cause, trend and develop action plans to maximize customer satisfaction. Identify trends in inbound volumes and call flows, and coordinate with outbound dialer initiatives to achieve outlined production goals. Partner with V.P. of Customer Service and IT to leverage current technology and implement new technology to maximize production goals and maintain customer satisfaction. Experience Needed: Ideal candidate qualifications: A commitment for exhibiting compassion, empathy, respect and courtesy to every caller. 5-7 years experience in a 200+ seat call center environment. Experience with innovative telephony technology a plus. Proven track record of successful development and implementation of exceptional customer service standards and procedures. Superior coaching, leadership and interpersonal skills. Significant experience in a fast-paced, results driven setting. College degree preferred. Ability to monitor, measure and benchmark call center analytics. Computer Experience: Other Information: We are currently looking to fill a senior leadership role of Call Center Director. This position is responsible for organizing and directing the daily functions of a 120 seat, high volume call center. The primary focus is on monitoring and evaluating performance relative to customer service key performance indicators and service levels.