Call Center Operations Director

3 weeks ago


Orem, Utah, United States Any Hour Services Full time

Any Hour Group is seeking a dynamic Director of Call Center Operations to oversee the daily operations of our call center in Orem, Utah. The ideal candidate will have a strong background in call center management, exceptional knowledge of how to drive key performance indicators, and a passion for providing outstanding customer service.

About the Role

This role requires a hands-on leader who is strategic, capable of leading and coaching teams to achieve success. The Director of Call Center Operations will lead a team of customer care representatives and managers to ensure the delivery of high-quality service, overseeing all aspects of call center operations, including scheduling, performance metrics, and customer service processes.

Key Responsibilities:
  • Lead, mentor, and manage a team of customer care representatives and managers to ensure the delivery of high-quality service.
  • Oversee all aspects of call center operations, including scheduling, performance metrics, and customer service processes, to ensure smooth and efficient operations.
  • Manage key performance indicators (KPIs) such as talk time, booking rate, time to answer, add-on services offered, and calls per hour to drive operational excellence.
Requirements

The ideal candidate will have 3-5+ years of management experience in call center management and operations, preferably in home services or similar fields. They should also have deep knowledge of how to successfully scale a call center.

What We Offer

We offer a competitive salary of $90,000 - $120,000 per year, based on experience. In addition, we provide a range of benefits, including health insurance, 401(k) retirement plan with company match, on-site gym, and paid time off.

About Us

Any Hour Group is a leading provider of home services across 30 locations in 10 states, with a team of over 2,000 members. Our commitment to delivering exceptional service and fostering a positive work environment has driven our success and growth.



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