Call Center Assistant Director

OneTouch Direct is not your typical Call Center. Founded in 1998, we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal culture that stands out above the rest.

OneTouch Direct is seeking a dynamic and experienced Call Center Assistant Director to join our team. In this role, you will be responsible for overseeing the operations and performance of our call center, ensuring efficient processes, exceptional customer service, and high productivity.

Responsibilities:

• Assist with the development and implementation of call center strategies and objectives
• Manage and monitor the performance of call center agents, providing coaching and feedback to ensure high quality and productivity
• Analyze call center metrics and generate reports to measure performance and identify areas for improvement
• Collaborate with other departments to ensure seamless operations and excellent customer service
• Develop and implement training programs to enhance the skills and knowledge of call center staff
• Stay updated with industry trends and best practices to continuously improve call center operations

Requirements

• 3+ years of experience in call center management or a related role
• Demonstrated leadership skills and the ability to motivate and inspire teams
• Strong knowledge of call center technologies, processes, and best practices
• Excellent communication and interpersonal skills
• Analytical and problem-solving abilities
• Proven track record of driving performance improvements and achieving targets
• High School Diploma required/Bachelor's degree in a relevant field is preferred

Benefits

• A management team that cares
• Consistent growth over the past 10 years
• Excellent compensation & benefits package
• High energy work environment
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) after one year
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources