Call Center Director

16 Nov 2024

Vacancy expired!

We have a Permanent position for "Call Center Director" with one of our direct clients in Atlanta, Georgia. No third-party candidates are considered for this position and all those authorized to work in the US are encouraged to apply.Please contact at (678) 381-1400Local Candidates Preferred. Video Interview

Job Description:We are actively seeking a Call Center Director to join our team. The Call Center Director is primarily responsible for running the day-to-day of the call center and training and developing the call center team. Support our mission to providing excellent dental care in the community and help us create more smiles and memorable experiences. Join a team that believes in teamwork and truly cares about their patients. Find your opportunity to make an impact:

Responsibilities:
  • Run the day-to-day operations of the call center
  • Grow the call center staff by at least 50%
  • Use technology and data to improve processes and increase productivity
  • Leading multiple teams that predominately work remotely (work from home)
  • Maintain a high standard for productivity, quality, and customer service ensuring that all service levels are met.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
  • Hire, onboard, and train call center personnel.
  • Coach call center staff through challenging customer service issues.
  • Analyze call center data and prepare reports for upper management.
  • Evaluate staff effectiveness and performance quarterly or on an at-need basis.
  • Lead team meetings and give presentations to executives.
  • Develop monthly, quarterly, and annual call center goals and action plans.
  • Prepare work schedules to ensure sufficient coverage.
  • Create personnel and supply budgets for approval.
  • Provide training and mentorship to team members
  • Create and implement team goals and metrics that align with key internal stakeholders (Marketing and Operations)
  • Analyze team metric reports to understand where resources are needed
  • Identifying and implementing methods to incentivize and improve productivity within the Call Center

Required Skills:
  • 5-7 years of experience running a call center environment
  • Experience using a cloud-based call center application is a plus!
  • Experience being a part of a call center application migration project
  • Experience training and developing team members
  • Ability to read and analyze reports on daily team metrics
  • Ability to multitask and stay organized
  • Proficient with basic computer software and phone systems
  • Excellent interpersonal, problem-solving, and leadership skills
  • Ability to stay calm in stressful situations and deliver results
  • Strong grasp on the company’s services and customer service policies

  • ID: #22845547
  • State: Georgia Atlanta 30339 Atlanta USA
  • City: Atlanta
  • Salary: Depends on Experience
  • Job type: Permanent
  • Showed: 2021-11-16
  • Deadline: 2022-01-14
  • Category: Et cetera