Director of Contact Center Operations

Description We are in search of a Director of Contact Center Operations to join our team located in Pittsburgh, Pennsylvania. This role is critical in executing our contact center strategic plan, ensuring customer and employee experience expectations are exceeded, and fostering a highly engaged culture.Responsibilities: Take the lead in the execution of the contact center strategic plan, leveraging Key Performance Indicators (KPIs) and reports to ensure all teams meet or exceed productivity and customer experience expectations. Conduct performance coaching and training for supervisors, ensuring effective execution of all required management routines. Manage business metrics by supervisor and team, effectively addressing any performance issues. Collaborate with cross-functional teams when necessary, ensuring department operations, policies & procedures, performance goals, and rewards and recognition programs are executed according to guidelines. Handle escalated customer inquiries or complaints, researching, addressing, and documenting for effective resolution in a timely manner. Oversee the overall employee experience including the on-boarding of new hires and employee engagement to foster a favorable work environment. Lead by example through effective performance management, mentoring, and ongoing development across teams. Invest in personal development to ensure expertise of all products, services, and policies & procedures, as well as coaching and leadership skills. Be responsible for other related duties and projects as assigned. Skills required include excellent communication skills, both written and verbal, excellent customer service skills, excellent organizational, analytical, and interpersonal skills, detail-oriented, ability to work and multi-task in a fast-paced environment, and ability to use a personal computer and job-related software. Proficiency in MS Excel and MS Word at a basic level is a must, and experience in Agile product management, Call Center Metrics, Call Center Customer Service, Call Center Operations, Fast Paced Call Center, High Volume Call Center, and Inbound Call Center is highly desirable.Requirements Must possess a minimum of 5 years of experience in a directorial or managerial role within a contact center environment. Proven experience in managing high volume and fast-paced call centers is essential. Strong knowledge and understanding of Call Center Metrics and their application in a business context. Extensive experience in managing inbound call center operations. Solid understanding of Agile product management principles and their application in a contact center setting. Demonstrated experience in delivering exceptional call center customer service. Must be able to adapt quickly to the demands of a fast-paced call center environment. Proven experience in developing and implementing strategies to improve call center operations and customer service. Excellent communication, leadership, and team management skills are essential. Must possess strong problem-solving skills and the ability to make critical decisions under pressure. Proficiency in using call center software and other related IT systems. Bachelor's degree in Business Administration or related field is preferred. Advanced degrees or professional certifications would be a plus. Must be legally eligible to work in the specified location. Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .