The Director of Call Center Operations provides leadership to the management and non-management teams of the centers both locally, as well as abroad; to achieve desired service levels, expense control, employee development, and knowledge management including defining departmental policies, process, and training. This person will develop and deploy standards appropriate to the business needs across all performance aspects of Call Center Services; continually benchmarking performance against competition. The Director of Call Center Operations will effectively translate corporate strategies into daily, timely and comprehensive tactical plans to achieve goals.
This person will lead and direct activities that will ensure ongoing evaluation of performance and continuous improvement initiatives to drive effectiveness and efficiency in the department. This person will create and implement process controls and improvements to achieve best in class service deliverables; while sharing best practices with all global Customer Service Leaders.
Working and holding our BPO’s accountable and partnering with others to achieve a desired customer experience. Primary responsibility includes the management of contact channel (voice, chat, and email) functions handled by outsource vendors for CARiD.com while ensuring an efficient and cost effective operation that offers a high level of customer experience in a 24/7 environment.
Working with WFM on future staff needs
Learning, Development & Performance
Outsource Vendor Management - Direct, develop, oversee and assess total job performance of the BPO partners this includes but is not limited to:
- Developing specific outsource location action plans
- Proactive communications and support to ensure their effective delivery of all KPI’s
- Performance trends through performance metrics and continuous improvement.
Training/Development – Work with the training and actively participate in calibration sessions, listening to calls to validate/align QA scoring with outsource vendor to aid in the consistent delivery of outstanding customer experiences by identifying trends and training opportunities
Operations / Call Center Management
Relationship Building with onsite and remote partners
Elevated Decision Making
Escalated Problem Resolution
Team Management and Development
Innovation and Continuous Improvement
Minimum 7+ years in a Senior leadership role with over 1MM annual contacts leveraging multiple communication channels (phone, chat, email, etc)
Prior Operations / Call Center Management experience is required
Demonstrated people management skills which have successfully motivated and enhance personal performance and development
Highly developed communication with a demonstrated ability to work in a dynamic, continual evolving environment
Hands on experience with contact center workflow, phone queue management.
Knowledgeable on contact center technology such as IVR and Live Chat
Solid knowledge of business/operational practices and procedures
Solid analytical skills which result in sound decisions, solutions and recommendations
Must possess excellent customer service, follow up and organizational skills
Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary
Ability to leap tall buildings in a single bound