Associate Director, Contact Center
2 weeks ago
**Type**: Full-time
**Classification**: Exempt
**Reports to**: SVP of Operations
**Location**: Hybrid - Lawrence, MA
The Associate Director, Contact Center focuses on leading the day-to-day operations and people management aspect of the contact center. This role emphasizes operational and team leadership, staff training, development, accountability, and the cultivation of a high-performing and inclusive work environment. The position reports to the SVP of Operations and plays a critical role in driving the contact center's operational success and services through effective people management, streamlined processes, and decision making based on data analysis and trends.
**Responsibilities**:
- Direct the day-to-day operations of a busy, ever-changing, call/contact center for our clients that requires looking at new ways of doing things periodically.
- Manage all staff in the Contract Center (CC Leads, CC Operators, CC Receptionist/Office Manager and other per diem staff), including daily and weekly productivity analysis and feedback, monitoring individual staff performance metrics, discussing areas of efficiency, process improvements, and lean techniques to strength and boost staff skill sets, knowledge, and productivity.
- Directly responsible for the performance evaluation, training, development, staff relations, performance improvement plans, and other staff related topics, with support from the People Operations Department.
- Implement and roll out training programs for new hires and ongoing staff development, ensuring alignment with operational standards and objectives, and client feedback, when appropriate. Stay updated on new compliance regulations and keep staff informed in real time.
- Provide real-time direction to CC staff, reviews video and phone recordings for quality improvement and feedback for growth, offering guidance and interventions as needed to maintain and exceed service levels.
- Work alongside of the Associate Director of Operations to ensure alignment between current people strategies and workforce staffing numbers aligns with operational processes, technologies and strategic growth plans.
- Serve as Point of Contact Liaison between the Contact Center and other ASG departments to ensure seamless collaboration between teams and problem solve any perceived daily operational and people barriers.
- Partner with People Operations on staffing and people management issues, including recruitment, retention, and compliance with employment laws and policies.
- Serve as Point of Contract with clients and their designees, attend client meetings, and be part of solution-oriented task forces and groups.
- Partner with Data Strategist to leverage data and projections in day-to-day business decisions.
- Attend offsite client, organizational retreats, meetings as needed.
**Minimum Qualifications**
- A BS/BA degree from an accredited college/university, with a degree in accounting, business management, or a related field.
- 5 Years of direct involvement of day-to-day operations in call/contact center environment or similar setting, with staffing models that fluctuate and proven strategies to prepare and deliver during these shifts.
- 3 Years of Call/Contact Center KPI and Metric development and Goal setting, with at least 2 years of proven achievements.
- 3 years of direct personnel management, Performance Management and Evaluations, training, setting, and coaching teams of 8 FTEs to 25 FTEs,
- 5 years of Phone triage experience, process improvement, and lean methodically in an environment that is focused on community, serving others in diverse urban/city settings, wide geographic area coverage, and multiple spoken languages.
- Proficiency (at least 2 years of active use) in CRM and workforce management software; experience with Salesforce and RingCentral preferred.
**Minimum Skills**
- Demonstrates team management skills such as data driven evaluations, empathy, clear performance communications, de-escalation and conflict resolution.
- Healthy balance of meeting organizational goals; budget, staffing models that support volume, experience in sustainable financial management and lean processes.
- Understanding and practicing data tracking, data analysis, statics, budgeting and forecasting.
- Advanced Microsoft Office Suite, project management tools
- Ability to function effectively in a remote and onsite work environment, successfully being able to transition to and from when needed, and adapting based on staff needs if arises.
- Excellent written and verbal communication skills; with a strong ability to customize communications to meet audience needs.
- Exhibits the ability to objectively listen to feedback, be able to assess business needs and decisions from the people side however with an equal and healthy balance from the business needs, financial and operational side.
- Strong organizational and communication skills, with the ability to effectively manage multiple priorities.
- Commitment
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