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  1. Go to Settings.
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National Contact Center Director

Salary undisclosed

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Job Description

Job Description

Job Title: National Call Center Director
Department: Customer Service
Reports To: EVP of Retail Operations
Job Type: Full-Time

Position Summary:
The National Call Center Director is responsible for setting and managing the strategic direction and operational aspects of our national call centers. This role includes building and leading a local team, potentially including remote workers, recommending and implementing technology solutions, and ensuring exceptional customer service across multiple locations. The ideal candidate will have a strong blend of strategic vision, operational expertise, and leadership skills to drive our call centers towards excellence.

Key Responsibilities:

  1. Strategic Planning and Execution:

    • Develop and implement the strategic vision for national call center operations.
    • Create and manage annual budgets, forecasts, and financial reports.
    • Identify and implement strategies to enhance call center efficiency, productivity, and customer satisfaction.

  2. Operational Management:

    • Oversee daily operations for the call center team.
    • Ensure the call center meets or exceeds performance metrics, including service levels, response times, and customer satisfaction scores.
    • Implement and monitor best practices, policies, and procedures to optimize call center operations.

  3. Team Leadership:

    • Lead, mentor, and develop a team of call center managers and staff.
    • Foster a positive and high-performance work environment.
    • Conduct regular performance reviews and provide coaching to improve individual and team performance.

  4. Customer Experience:

    • Develop and implement initiatives to enhance the overall customer experience.
    • Analyze customer feedback and service metrics to identify areas for improvement.
    • Address and resolve escalated customer issues and complaints effectively.

  5. Technology and Systems:

    • Oversee the implementation and maintenance of call center technologies and systems.
    • Stay current with industry trends and innovations to leverage new technologies that enhance operational efficiency.
    • Recommend technology solutions as needed and manage their implementation.

  6. Compliance and Quality Assurance:

    • Ensure call centers comply with all relevant regulations, company policies, and quality standards.
    • Develop and maintain quality assurance programs to monitor and improve service delivery.

  7. Reporting and Analysis:

    • Prepare and present regular reports on call center performance, trends, and strategic initiatives to senior management.
    • Utilize data analysis to drive decision-making and continuous improvement.

Qualifications:

  • Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).
  • 5+ years of experience in call center management, including at least 2 years in a senior leadership role.
  • Proven track record of managing multiple call centers and large teams.
  • Strong understanding of call center technologies, performance metrics, and best practices.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to analyze complex data and implement actionable strategies.
  • Experience with budgeting, forecasting, and financial management.
  • Exceptional problem-solving skills and the ability to handle escalated customer issues effectively.

Additional Requirements:

  • Flexibility to work beyond standard business hours if required.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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