Senior Director - Contact Center

Our rapidly growing customer service company has an immediate need for a Senior Director for our contact center.  Based in Seattle, we provide a range of services in the luxury travel and entertainment industries to our customers, which the contact center provides and coordinates.

 

The Senior Director is responsible for overseeing and growing the company’s North American contact center operations.  This position requires experience in daily operation of contact center operations, including staff and shift management, quality assurance, utilization analysis and forecasting, implementation of CRM systems, and oversight of telephony configurations.  Initially this will be a hands-on working manager position, which we expect to grow quickly into a full-time administrative management job.

 

Requirements:

 

·         5+ years managing contact center operations

·         7+ years managing people

·         Experience providing high-end products and services

·         A proven track record of providing exceptional customer service

·         Willingness and ability to mentor and motivate contact center agents

·         Experience working in small companies, especially start-ups, is a plus

·         Self-starting, highly motivated, and focused on getting the job done right.

 

Principals only: no staffing agencies or recruiters, please.

 

Local candidates are strongly preferred: relocation is not available for this position.