Call Center Director
17 hours ago
At SmartStop Self Storage, we are seeking an experienced and dynamic Call Center Director to lead our team and drive industry-leading sales and customer service. As a key member of our operations team, you will be responsible for managing all aspects of the Call Center, including performance monitoring, team management, and strategic planning.
Key Responsibilities:- Monitor performance and productivity, working with the Call Center team to meet and exceed sales and service performance levels
- Manage and direct the Call Center team, providing support and direction, conducting training, and performing systems setup
- Develop and administer disciplinary actions, performance plans, and possible terminations
- Direct the strategic planning and execution of all support and sales functions critical to the Call Center
- Manage Call Center systems, software, and internal processes for efficiencies
- Establish best practices for industry, customer experience, and system integrity
- Analyze and provide recommendations on Call Center performance analytics and marketing campaigns
- Integrate multiple systems to extract data and evaluate performance
- Manage the Call Center Interactive Voice Response (IVR)
- Oversee the day-to-day operations of the Call Center, ensuring smooth functioning and adherence to service standards
- 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
- 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
- Ability to maintain a flexible schedule
- Must be very tech-savvy
- Proficient in Microsoft Office Suite and Call Center technology
- Bachelor's degree in Business Administration or other related field required
- Minimum five years of related experience, with prior management experience required
- Experience working with remote Call Center Agents required
- Ability to work in a fast-paced and dynamic environment required
- Experience working with multi-site location businesses helpful
SmartStop Self Storage is committed to diversity, equity, and inclusion. We believe in fostering an environment of inclusion and seek contributors from all backgrounds to join our dynamic team.
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Center Medical Director
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LPN- Professional Practice Clinic
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Clinical Review Nurse Specialist
2 weeks ago
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