Contact Center Director

A leading company is seeking a Contact Center Director. In this exciting role, you will be responsible for strategic planning development and the overall operations within the contact center. Your role centers around the leadership of managers, people, and processes for continuous improvement of the customer experience.

In this crucial position, you will oversee and deliver key initiatives supporting the standardization of processes, and fostering an environment of learning and growth. This role will oversee inbound and outbound.

Key Responsibilities

• Develop strategies aimed at enhancing customer satisfaction and fostering employee service excellence. Including efficiencies using technology.

• Maintain department within approved budget.

• Lead workforce management data insights to drive employee efficiency and accountability at all levels.

• Collaborate on telephony system conversions with appropriate stakeholders, ensuring seamless transitions. (lead/deliver)

• Foster a culture of coaching, trust, innovation, continuous improvement and excellence.

• Meet key KPI targets and improvement plans.

• Ensure process standard guidelines are implemented and utilized across teams, adhering to compliance requirements and efficiency needs.

• Collaborate with internal stakeholders on customer concerns and opportunities, driving customer satisfaction and loyalty.

• Partner and lead across internal teams, aligning efforts and driving organizational objectives forward.

Knowledge, Skills, And Abilities

• Business Acumen: Knowledge of business and management principles involved in strategic planning, modeling and resource allocation. Manage budgets and cost/value proposals.

• Leadership: Ability to motivate towards a shared vision, lead managerial staff, delegate effectively, and foster a collaborative working environment.

• Communication: Excellent communication skills applicable to all audience levels.

• Customer Focus: Commitment to providing excellent customer service through people, process and technology.

• Operations Management: Skilled in process operation principles and performance management.

• Problem-Solving: Mindset focus on root cause and prevention.

• Decision-Making: Expectation to make decisions based on available information, considering risks and mitigation.

• Organizational Skills: Proficiency in managing multiple competing tasks, prioritizing duties for self and teams, and maintaining organization in a dynamic environment.

• Adaptability: Adapt to changes in customer needs and business strategies; modify directives as necessary.

• Negotiation Skills: Skill in negotiating with internal and external stakeholders to find the best resolution.

• Analytical Skills: Ability to consume data, understand trends, and make data-driven decisions.

Minimum Qualifications

• Bachelor's degree or relevant experience.

• 6 years of progressive experience in contact centers.

• 5 years of management experience in an operational setting, managing large teams of staff.

• Proven ability to create teams that support service requirements and financial acuity to manage budgets, model impacts and leverage analytics.

• Strong leadership and people management skills.

• Familiarity with contact center telephony platforms; evidence of leading technology modernization and updates.

• Proficient with Powerpoint, Word and Excel..