Director Contact Center Operations
2 weeks ago
Authority Brands Inc., 7120 Samuel Morse Drive, Columbia, Maryland, United States of America
Req #298
Thursday, April 11, 2024
Authority Brands
Inc. headquartered in Columbia, MD is
a leading provider of home services, building brands that support the success of our franchisees, as well as bettering the lives of the homeowners we serve and the people we employ.
We are seeking an experienced leader who will be responsible for the execution of all operations of the Authority Brands Contact Centers, ensuring efficiency and high-quality service delivery. They are responsible for managing a team of contact center Managers and Representatives, implementing strategies to optimize performance metrics, and maintaining strong communication channels within the contact center and liaison with other departments.
The Contact Center Director role is pivotal in ensuring the smooth and efficient operation of the contact center, delivering high-quality customer service, and driving continuous improvement initiatives to enhance performance and customer satisfaction.
Key Responsibilities:
Provide strong leadership and guidance to the contact center team, fostering a positive and motivated work environment.
Set clear goals and objectives for the team and ensure they are aligned with the overall organizational objectives.
Develop and implement strategies to enhance team performance, productivity, and efficiency.
Operations Management:
Oversee day-to-day operations of the contact center, including staffing, scheduling, and resource allocation to ensure adequate coverage and meet service level agreements (SLAs).
Monitor contact center metrics such as average handle time, first contact resolution, and customer satisfaction scores, and take corrective actions as needed.
Implement best practices and processes to improve contact center operations and enhance the overall customer experience.
Performance Optimization:
Drive success through increased sales closed ratios.
Develop and implement new strategies to optimize key performance indicators (KPIs) to meet and exceed expectations
Monitor/analyze contact center performance data to identify trends, issues, and areas for improvement; implement course correction where necessary
Provide coaching, training, and development opportunities to contact center staff to enhance their skills and performance.
Quality Assurance:
Establish and maintain quality assurance standards for contact center operations and ensure all employees are working to agreed quality and compliance standards.
Liaison with internal departments and external partners and serve as an escalation point as needed to ensure resolution of any issues relating to Contact Center operations.
Conduct regular quality monitoring and evaluation of customer contacts to ensure adherence to standards and identify opportunities for improvement.
Work closely with training and quality assurance teams to address performance gaps and implement training programs as necessary.
Stakeholder Management:
Collaborate with other departments such as Sales, Marketing, and Brand leadership to ensure seamless coordination and alignment of objectives.
Serve as the primary point of contact for escalated customer issues and complaints, resolving them in a timely and satisfactory manner.
Communicate regularly with senior management to provide updates on contact center performance, challenges, and strategic initiatives.
Qualifications:
Bachelor's degree in business administration, management, or a related field.
8+ years experience with managing or leading internal contact center/operations, as well as outsourced partner required.
Strong understanding of contact center operations, including telephony systems, workforce management, CRM systems and performance metrics.
Required Skills and Abilities
Strong organizational skills required
Excellent oral and written communication skills
Exceptional leadership skills
Ability to work independently, as well as with a team
Analytical mindset with the ability to interpret data and make data-driven decisions.
Demonstrated experience in process improvement, change management and implementing best practices.
We believe our greatest assets are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.
Authority Brands Inc. conducts drug screens and background checks on applicants who accept employment offers.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions however we do not sponsor Visas at this time.
Authority Brands Inc. is
an Equal Opportunity Employer
Authority Brands Inc., 7120 Samuel Morse Drive, Columbia, Maryland, United States of America
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