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Director of Call Center Enablement

2 months ago

West Valley City, United States Kforce - United States Remote Work Freelance Full time
Description

Kforce has a client in West Valley City, UT that is seeking a Director of Call Center Enablement to collaborate with department leads to build an efficient and productive multi-country contact center. With opportunities to innovate and make a lasting impact, this role is perfect for a creative, driven individual eager to elevate our service initiatives to new heights. Forecasting and Scheduling to Increase Productivity:

  • Analyze call volume patterns and forecast future call demand
  • Develop and manage staff schedules to meet forecasted call volumes
  • Adjust schedules as needed to accommodate unexpected changes in call volume or staff availability
Performance Monitoring and Optimization:
  • Monitor and alert real-time call center performance metrics, including call wait times, service levels, connect & RPC rates, and agent productivity
  • Identify and address performance issues promptly to ensure service level agreements are met.
  • Data and KPI Mining & Analysis to save OpEx and Improve Service
  • Mine data from Snowflake and establish key reports in Figma
Automate Scorecards and Dashboards:
  • Mine data and analyze call center performance KPIs to expose trends and opportunities
  • Present findings and recommendations to senior management for improving efficiency and service quality
Modernize Call Center by Leveraging Data and Enablers:
  • Collaborate with Product, Tech and sister company SNAP to modernize Ops
  • Manage WFM software and tools to ensure efficiency and effectiveness
  • Partner with HR to automate payroll tracking with WFM data
  • Support Compliance & QA Roadmap using Speech & Desktop Analytic tools
  • Learn and leverage emerging technologies such as AI to create scalability for the business
BCP and Continuous Improvement:
  • Backup dialer manager and support manual communications until automated
  • Remote (hybrid) workforce transition, oversight and optimization
Requirements
  • 10 years of experience managing contact center workforces
  • Experience growing a contact center to efficient scale
  • Experience using the Nice inContact Suite of tools
  • Experience using Salesforce, Tableau, Snowflake, Sigma and other data management tools
  • In depth knowledge of forecasting and planning
  • Analytical mind with the ability to see trends and find root cause issues
  • Ability to convert large amounts of data into useful information
  • Process improvement mindset with a constant focus to make it better
  • Ability to flourish in a fast-paced environment
  • Excellent verbal and written communication skills
  • Ability to plan, multi-task and manage time effectively
  • A positive attitude and a true willingness to -do whatever it takes-
What will make you stand out:
  • Experience helping in all aspects of Operational Management when needed
  • Ability to assess additional call center management tools to increase efficiency
  • Financial services and/or leasing experience

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.