Confidential
The Call Center Director will lead the strategy, operations, and performance of our customer support call centers. This role is responsible for ensuring exceptional service delivery, meeting performance targets, and fostering a culture of customer-centricity based on data. The Director will oversee daily operations, implement process improvements, and partner with cross-functional teams to enhance customer experience.
Duties & Responsibilities:
- Provide strategic leadership and direction for the call center team, including workforce planning, resource allocation, and performance management.
- Drive operational excellence by developing, implementing and monitoring KPIs such as response time, resolution rate, customer satisfaction, and efficiency metrics.
- Develop and implement policies, procedures, and best practices to improve service delivery and optimize workflows.
- Lead, coach, and develop Call Center Managers, ensuring strong leadership presence across all shifts.
- Partner with Sales, Product, Billing, and Operations teams to ensure consistent customer experience and smooth issue resolution.
- Leverage data and analytics to identify trends, forecast demand, and implement proactive solutions.
- Oversee the implementation of new technologies, systems, and tools that improve productivity and service quality.
- Foster a positive, collaborative, and high-performance culture aligned company values.
- Other duties as assigned.
Skills & Abilities:
- Strong ability to interpret data, identify trends, and make data-driven decisions.
- Demonstrated ability to be a strong people manager by coaching, developing, & motivating team members, setting clear expectations, holding individuals accountable, and fostering an inclusive, high-performance culture.
- Exceptional verbal and written communication skills with the ability to influence across departments.
- Skilled in setting direction, aligning resources, and ensuring operational success.
Qualifications:
- Bachelor’s degree in Business, Operations, or related field experience.
- 5 years of progressive leadership experience in a call center, production, or customer service environment.
- Strong understanding of call center technologies, CRM platforms, workforce management systems and demonstrated implementation of SOPs.
- Leadership of a team of 50 plus staff members.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook etc.).