Director, Contact Center Operations

2 weeks ago

Washington, United States Goldschmitt and Associates Full time

Founded in 1998, Goldschmitt and Associates LLC (G&A) has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. Specializing in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery, G&A is the #1 federal contractor in the VA/DC-Metro area, #2 provider of Information Technology services in America, and one of the top 50 fastest growing businesses according to the INC500. G&A was also named to the INC VET100 Top Fastest Growing Service-Disabled Veteran Owned Businesses and awarded the 2022 SECAF Award of Excellence. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our “family” of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows.

**Summary**:
Goldschmitt and Associates is a customer-centric organization that values excellence in customer service. We are seeking a seasoned and results-driven Director of Contact Center Operations to lead our contact center team of over 300 agents, in delivering exceptional customer experiences for small business loan programs.

The Director of Contact Center Operations is responsible for overseeing all aspects of our contact center operations and managing subordinate managers. This role will play a crucial part in optimizing processes, enhancing customer satisfaction, and ensuring the efficient performance of our contact center.

**Job Duties and Responsibilities**:
Leadership and Team Management:

- Lead, coach, and mentor a team of contact center managers, supervisors, and agents.
- Foster a positive and high-performance culture within the contact center.

Operational Efficiency:

- Develop and implement strategies to streamline contact center operations.
- Monitor and improve key performance indicators (KPIs) to ensure optimal performance.

Customer Experience:

- Ensure a consistent and exceptional customer experience by implementing best practices and continuous improvement initiatives.

Technology and Tools:

- Evaluate, select, and implement contact center technologies and tools to enhance efficiency and effectiveness.
- Manage and optimize the use of customer relationship management (CRM) systems.

Reporting and Analysis:

- Generate and analyze performance reports to make data-driven decisions.
- Identify trends and provide insights to senior management for strategic planning.

Compliance and Quality Assurance:

- Ensure adherence to relevant regulations, industry standards, and company policies.
- Develop and implement quality assurance programs to maintain high service standards.

Budget and Resource Management:

- Manage the contact center budget, including staffing, technology, and operational expenses.
- Allocate resources effectively to meet departmental goals.

**Necessary Skills and Knowledge**:

- Strong knowledge of contact center technologies and industry best practices.
- Results-driven with a focus on customer satisfaction.
- Demonstrated ability to lead and develop high-performing teams.

**Minimum Qualifications**:

- Possess a Bachelor’s Degree in finance, management, business, or engineering
- Proven experience in contact center management, with at least 5 years in a leadership role.

**Preferred Qualifications**:

- Possess a PMP certification

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