Director of Call Center Operations

Responsible for the leadership, management and oversight of the department, including managing resources to ensure that departmental objectives are met, organizing and assigning staff to projects as they arise, ensuring completion in a timely manner and managing departmental personnel

• Take a leadership role in the implementation of new systems, procedures and strategic initiatives.
• Recommend and implement strategies for process improvement, quality improvement and service improvement
• Takes a leadership role in Identifying and communicating system needs and priorities and work 
   with MIS on design elements
• Leads, motivates and develops staff so that they are committed to working effectively and toward continual improvement.
• Ensures that all business transactions managed within the department are performed in compliance with company policies and procedures.
• Maintain ongoing communication with sales and operations personnel to ensure that all customer (internal and external) needs are being met
• Understands the customer's needs (internal and external customers) and develops mutually beneficial system or process improvements
• Acts as a resource for the company in the areas of the proactive program, order management, best in class customer support and related areas
• Provide management reports detailing various aspects or highlights of the central customer service program or activities
• Ensure that all department personnel are properly trained on standard operating procedures, business process flows and information systems.
 

Other Duties as Assigned
 

 

• Bachelor's Degree Business/Environmental Science/Related
• Experience: 7 to 10 years
• Alternative combinations of education and experience may be accepted in lieu of degree.
• Certificate or License
• Knowledge, Skills, & Abilities/Competencies
• Strong customer service skills
• Strong written and verbal communication skills
• Ability to multitask.
• Detail oriented
• Ability to work in a team environment.
• Works without supervision
• Must be decisive and take initiative in problem resolution.
• Strong customer focus
• Project management abilities
• Leadership skills
• Industry specific experience
• Extensive customer service experience
• Management experience