Call Center Director

Job description

Looking to hire a Director of Customer Service to supervise daily operations and personnel, aiming for maximum efficiency and cost-effectiveness. The Director of Customer Service will ensure that our staff is well-organized and productive.

The ideal candidate must be organized, reliable, and a results-driven professional. The ideal candidate must also have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

Daily Responsibilities:

• Elevate the customer experience through training and mentoring call center personnel
• Motivate call center personnel to maintain high customer service standards
• Coach call center staff through challenging customer service issues
• Explain expectations to employees
• Ensure call center staff is well organized and productive
• Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
• Develop monthly, quarterly, and annual call center goals and action plans
• Ensure staff members are achieving desired service levels and take corrective action, as needed
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Train and onboard new employees

Job Requirements:

• Previous experience as a call center manager or similar position required
• Bachelor's Degree Required
• Knowledge of performance evaluation and customer service metrics
• Training experience in a call center environment
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
• Salesforce experience required; additional Web Ex experience preferred
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Certified Call Center Manager (e.g. CMM) or equivalent qualification is a plus

We offer a full benefits package, such as Medical, Dental, Vision, STD/LTD, Life Insurance, Paid Time off, 401(k), bonus opportunities, and many more.

Job Type: Full-time

Salary: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Phoenix, AZ 85009: Reliably commute or plan to relocate before starting work (Required)

Experience:

• Sales: 1 year (Preferred)
• Call Center Management: 3 years (Preferred)