Call Center Director

2 months ago

Ladera Ranch, United States Ledgent Technology Full time

This is a Direct Hire position, 100% on site in Ladera Ranch, CA.

JOB SUMMARY
The Call Center Director will direct and oversee the company's Call Center operations.

JOB DUTIES AND RESPONSIBILITIES

  • Monitors performance and productivity and works with the Call Center team to guide them to meet and exceed sales and service performance levels;
  • Creates process to monitor and track Agent success post training;
  • Creates, updates, distributes all reports related to the Call Center, including month end bonus information to Payroll;
  • Continually seeks new systems, technology, platforms that can enhance greater efficiencies and customer experiences;
  • Hires key staff members and provide support and direction to these team members as they come on board.
  • Conducts training and sets up systems for all Agents;
  • Develops and administers any disciplinary action forms, Performance Improvement Plans, which can also include terminations;
  • Plays a primary role in the development and implementation of a sales strategy for the Call Center.
  • Establishes sales goals and ensure their achievement;
  • Determines effective staffing levels/schedules and workflow to ensure customer satisfaction while maintaining maximum productivity. Oversees scheduling and forecasting activities to ensure optimal performance;
  • Manages internal satisfaction between the sites and the Call Center;
  • Establishes all performance goals both at the team and individual levels and develops a reporting structure to measure and communicate progress;
  • Attends all necessary and required meetings; presents data, trains on new products, changes and updates;
  • Manages Call Center systems, software's, constantly reviewing internal processes for efficiencies;
  • Defines technology needs for call center and works with approved partners and IT team as needed to build and integrate technology solutions;
  • Integrates multiple systems to extract data and evaluate performance;
  • Manages the Call Center Interactive Voice Response (IVR);
  • Coordinates with other marketing channels to identify key trends and opportunities to drive incremental sales volume;
  • Develops motivational tools including incentives and contests designed to drive reservation/rental volume and improved call center culture;
  • Performs other related duties as necessary or assigned.

SUPERVISORY RESPONSIBILITIES
This position directs and supervises all employees within the Call Center Department and related overall
operations.

REQUIRED SKILLS/ABILITIES

  • Excellent written and verbal communication skills.
  • Superior interpersonal and motivational skills.
  • Excellent leadership and negotiation skills.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Excellent organizational skills with attention to detail.
  • Strong analytical and problem-solving skills.
  • Highly innovated and motivated self-starter, working with minimum supervision.
  • Ability to function well in a high-paced and at times stressful environment.
  • Proficient in Microsoft Office Suite and Call Center technology.

ADDITIONAL ELIGIBILITY QUALIFICATIONS

  • Must be legally authorized to work in the hiring country (United States or Canada).

EDUCATION AND EXPERIENCE

  • Bachelor's degree in Business Administration or similar field preferred
  • Minimum five to seven years of relevant management experience required.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. To the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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