Strategic Call Center Leader
3 weeks ago
**Job Summary:**
We are seeking an experienced Director of Call Center Excellence to lead our call center team in Boca Raton, FL. As a key member of our organization, you will be responsible for providing strategic leadership to improve customer service levels and employee engagement.
The ideal candidate will have a strong background in customer service and experience leading teams of 150+ FTEs. You will be expected to develop and administer the annual department budget, determine operational strategies, and ensure compliance with regulatory guidelines and standards.
Responsibilities:
- Daily contact center operations management
- Developing and executing workforce management strategies
- Ensuring staffing levels and recruiting requirements
- Maintaining contact center performance reports and delivering executive-level presentations
Requirements:
- Bachelor's degree in business administration or related field
- 10+ years of experience in a leadership role within a call center environment
- Excellent presentation and executive engagement skills
- Proven ability to use data and analytics to drive strategic direction
What We Offer:
- Competitive salary: $95,000 - $120,000 per year (depending on experience)
- Opportunity to work with a innovative healthcare company
- Professional development and growth opportunities
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