We a seeking an experienced Call Center Site Director to plan, direct, and control the total operational and administrative functions of a call center that provides customer care per client contract(s) requirements in Texas. The incumbent will lead the workforce which influences the profitability of the call center by performing the following duties personally and through subordinate managers and/or supervisors. Ideal candidate will be an individual who is capable of helping the company transition from a traditional call center culture and environment to a progressive call center culture and environment where employee centric, customer focused and success driven systems and processes are integrated to create a competitive advantage for the organization in the call center industry.
RESPONSIBILITIES:
Directs center operations to ensure service levels are met for each contract.
Determines, tracks, and measures performance against objectives and goals based on client philosophies, volume forecasts, etc. and develop/maintain client policies and procedures to assure a quality service to their customers.- Evaluates and approves center hiring plans to ensure proper staffing and scheduling based upon call volumes, talk time, absenteeism and attrition forecasts 60-90 days out.
- Directs Center operations to insure quality levels are met for each aspect of all contracts.
- Ensures maximum profitability is achieved while meeting contractual services requirements by developing and managing an operating budget (including justifying expense variances).
- Site Director will manages 5-7 subordinate managers who are responsible for a total of 150-800 employees in the contact center. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Ideal candidate will have at least 8-10 years of prior experience in management of a customer service based call center. Must have solid third-party multi-client call center directorship experience. We are looking for a leader to set the strategy, run the operation and be one of the key people in maintaining the key client relationships. Must have at least a Bachelor's Degree.
COMPENSATION: $95- $105K Base + Bonus
Please forward resume in a Word attachment to: vsaunders@thecallcentergroup.com
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