Hirewell
Position Overview
Talent Acquisition Leader | 12+ Years of Experience Building Diverse Teams with Data-Driven Recruitment Initiatives | 500+ Strategic Hires for…
This role is fully onsite in Saratoga Springs, NY. Relocation assistance will be provided.
Applicants must have leadership experience in a Call Center / Contact Center environment in order to be considered for this opportunity.
Base pay range $145.00/yr - $170.00/yr
Additional compensation types Annual Bonus
Position Call Center Director – to lead our organization through a period of rapid and sustained growth. This individual will manage a contact center operation that serves as the backbone for a geographically dispersed collection of sites located throughout the country. The call center engages with existing customers to address operational issues and also works to generate sales to new customers by leveraging both inbound inquiries and making outbound calls.
Responsibilities
Work in person, onsite in our downtown Saratoga Springs, NY location with over 40+ call center teammates
Partner with key stakeholders to develop and implement our contact center strategy and objectives
Lead day-to-day contact center operations to achieve customer care and sales goals
Leverage analytics and facts to make staffing decisions and drive new initiatives
Create and implement new solutions to engage with customers in a way that provides a positive customer experience and drives top-line sales growth
Lead a team of geographically distributed professionals
Oversee and train supervisors to ensure that all front-line personnel have required training and resources to meet customer needs and expectations
Monitor systems reports and dashboards for case management impact; proactively make adjustments as necessary
Drive additional initiatives that leverage our contact center as an engine for growth
Ensure the efficient running of support systems to maintain and enhance contact center operations
Qualifications
Bachelor’s degree in business, finance or a related field
10+ years of job-related experience managing call center/contact center operations, with ideally 4 years of multi-site responsibility
Strong analytical skills and a love of metrics
Familiarity with best-in-class call center management principles, metrics, and practices
Experience partnering with business stakeholders across geographies and functions to improve support
Advanced problem-solving skills to address complex and multi-faceted business problems; strong quantitative orientation
Familiarity with cloud-based Contact Center systems and solutions
Excellent organizational skills and ability to manage multiple projects in a fast-paced environment
Outstanding verbal and written communication skills
A desire to be part of a high-growth, transformational company that is focused on providing a great customer experience to enable growth
Generous benefits package including medical, dental, vision, life insurance, short-term and long-term disability
Paid vacation time, sick time, and holidays
Equal Opportunity Statement We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, disability, or any other federal, state, or local protected class.
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This role is fully onsite in Saratoga Springs, NY. Relocation assistance will be provided.
Applicants must have leadership experience in a Call Center / Contact Center environment in order to be considered for this opportunity.
Base pay range $145.00/yr - $170.00/yr
Additional compensation types Annual Bonus
Position Call Center Director – to lead our organization through a period of rapid and sustained growth. This individual will manage a contact center operation that serves as the backbone for a geographically dispersed collection of sites located throughout the country. The call center engages with existing customers to address operational issues and also works to generate sales to new customers by leveraging both inbound inquiries and making outbound calls.
Responsibilities
Work in person, onsite in our downtown Saratoga Springs, NY location with over 40+ call center teammates
Partner with key stakeholders to develop and implement our contact center strategy and objectives
Lead day-to-day contact center operations to achieve customer care and sales goals
Leverage analytics and facts to make staffing decisions and drive new initiatives
Create and implement new solutions to engage with customers in a way that provides a positive customer experience and drives top-line sales growth
Lead a team of geographically distributed professionals
Oversee and train supervisors to ensure that all front-line personnel have required training and resources to meet customer needs and expectations
Monitor systems reports and dashboards for case management impact; proactively make adjustments as necessary
Drive additional initiatives that leverage our contact center as an engine for growth
Ensure the efficient running of support systems to maintain and enhance contact center operations
Qualifications
Bachelor’s degree in business, finance or a related field
10+ years of job-related experience managing call center/contact center operations, with ideally 4 years of multi-site responsibility
Strong analytical skills and a love of metrics
Familiarity with best-in-class call center management principles, metrics, and practices
Experience partnering with business stakeholders across geographies and functions to improve support
Advanced problem-solving skills to address complex and multi-faceted business problems; strong quantitative orientation
Familiarity with cloud-based Contact Center systems and solutions
Excellent organizational skills and ability to manage multiple projects in a fast-paced environment
Outstanding verbal and written communication skills
A desire to be part of a high-growth, transformational company that is focused on providing a great customer experience to enable growth
Generous benefits package including medical, dental, vision, life insurance, short-term and long-term disability
Paid vacation time, sick time, and holidays
Equal Opportunity Statement We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, disability, or any other federal, state, or local protected class.
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