Call Center Director POST NUMBER: 440594
Location : Hybrid – 4 days remote, 1 day onsite in Columbus, OH About Us :
We are committed to providing exceptional customer experiences by offering solutions that are reliable, efficient, and personalized. As a leader in the industry, we are seeking a highly skilled and motivated Call Center Director to manage a dynamic team of employees. This is a unique opportunity to lead a fast-paced, high-impact team that plays a critical role in our customer service operations. Position Overview :
The Call Center Director will be responsible for overseeing the day-to-day operations of a remote team of full-time employees (FTEs), ensuring all customer relations, troubleshooting, and inquiries are handled with the highest level of professionalism and efficiency. This position requires a strong leader with experience in call center management, a strategic mindset, and a deep understanding of remote team dynamics. Key Responsibilities :
- Leadership & Team Management :
- Lead, mentor, and motivate a team of call center agents.
- Provide ongoing coaching, performance feedback, and career development support to ensure team success.
- Monitor team performance metrics and address any challenges to ensure optimal productivity and customer satisfaction.
- Foster a positive and collaborative team culture to maintain high morale in a remote environment.
- Operational Excellence :
- Oversee daily operations, ensuring all customer inquiries, issues, and troubleshooting are handled efficiently and in a timely manner.
- Develop and implement standard operating procedures (SOPs) to improve workflow and enhance customer satisfaction.
- Ensure adherence to company policies, compliance guidelines, and service level agreements (SLAs).
- Analyze operational data and trends to identify opportunities for continuous improvement.
- Customer Experience :
- Ensure the delivery of exceptional customer service by implementing best practices for customer interactions.
- Handle escalated customer issues or complaints and resolve them in a timely and effective manner.
- Collaborate with other departments to align customer service strategies with company-wide goals.
- Performance Management :
- Set clear performance expectations for the team and hold employees accountable for meeting objectives.
- Use performance data to identify areas of improvement, create action plans, and drive measurable results.
- Create and present reports on team performance, customer satisfaction, and KPIs to senior leadership.
- Technology & Tools Management :
- Oversee the use of call center software, tools, and technology, ensuring they are being used efficiently by the remote team.
- Work closely with IT and HR teams to ensure the right technologies are in place to support remote work and improve team productivity. Qualifications :
- Bachelor’s degree in Business, Communications, or related field (or equivalent experience).
- 7 years of experience in call center management, with at least 3 years in a leadership role managing teams.
- Proven track record of successfully managing a large team of customer service professionals.
- Strong leadership skills with the ability to coach, develop, and inspire remote teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze and leverage performance data to drive improvements and meet KPIs.
- In-depth understanding of call center software and customer service tools.
- Strong organizational skills and the ability to multitask in a fast-paced environment.
- Experience with remote work management and virtual team-building strategies.
- Knowledge of workforce management software and scheduling tools.
- Experience in change management and process improvement initiatives.
- Competitive salary and benefits package.
- Flexible work environment.
- Opportunities for career growth and professional development.
- A collaborative and supportive team culture.
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