Call Center Director

Job Status: Full Time, Employee Base Pay: Less than Additional Pay: Commensurate with Experience Category: Business/Strategic Management Req'd Education: Bachelor's Degree Req'd Experience: 10+ to 15 Years Reference Code: 11577BR   |   Email This Job   |   Company Jobs Job Description The Call Center Director will direct and/or manage the day-to-day operations of a segment of the organizations operations in a call center environment in compliance with established policies and procedures. Participates in developing, interpreting and implementing policies and procedures for the organization. Ensures employee conformance to established practices and proper training of staff. Prepares related reports and audits current procedures to monitor efficiency of operations. Instills the notion within all employees at all levels of the organization that the business units primary goal is to provide the highest quality service possible to all of our customers.Essential Functions: Ensures that his/her area service center(s) and department(s) are profitable Directs the operating activities of multiple area service centers, branch offices or departments; or is responsible for managing an area service center, branch office or department that is either larger than normal or is responsible for more complex operating activities. Exhibits leadership skills and is an effective facilitator. Proactive and flexible in meeting customer needs Understands and is responsible for a variety of functional departments within an area service center, branch office or department Considers interdepartmental factors when meeting functional goals, cross functional team builder Assures that all employees within area of responsibility are working towards a common goal Recommends and develops supporting documentation for the organizations redeployment activities Develops recommendations for the units operating budget guidelines regarding all expenses. Manages day-to-day business activities within budgetary constraints Develops both short and long range plans for the organization Ensures that the organizations goals and objectives are appropriately defined, communicated and achievedQualifications• BA/BS Degree required, advanced degree preferred 10+ years directly related experience• Ten (10) years of leadership experience in high volume in-bound and out-bound call center(s) with a track record of proven results in the areas of customer satisfaction, operational excellence, and employee satisfaction. With most recent role in a senior level strategic capacity, preferably in a high-growth organization.• Must be passionate about providing superior customer service.• Strong understanding of call center systems, technology and reporting.• Demonstrated ability in planning and organizing, strategic thinking, coaching and supervision, prioritizing, budgeting, task delegation and oversight, problem solving, data analysis, oral and written presentation, decision making, and enforcement of policies and procedures.• Excellent organizational skills with the ability to manage multiple projects and priorities; must work well in a dynamic, fast paced environment.• Thrives in building organizations in rapidly changing, high growth environments.• Must demonstrate outstanding communication and interpersonal skills, including ability to present to senior management and clients. • The selected candidate must be a bright, creative individual who is business savvy and demonstrates good judgment. In addition, the successful candidate will be mature, grounded, and serve as a professional example and resource to others. • Solid administrative skills; well developed management skills• Demonstrated ability to recruit, train, motivate and retain personnel in order to balance staffing strengths with profitability and growth• Strong analytical and reasoning abilities• Participative management style- advocate team concepts• Well developed interpersonal skills.• Ability to manage effectively with divers personalities- tactful- mature• Demonstrated ability to establish credibility and be decisive, coupled with the ability to recognize and support the organization’s preferences and priorities• Multiple Site experice a plusDisclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.BenefitsMed, dental, vision, STD, LTD, 401KThe First American Corporation is an Equal Employment Opportunity/Affirmative Action employer. Qualified applicants are considered for employment and employees are treated during employment without regard to race, color, religion, gender, sexual orientation, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status, or any other characteristic protected by state or federal law.   |   Email This Job   |   Company Jobs