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Contact Center Director

2 months ago

Marquand, Missouri, United States Kinetic Advantage Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Contact Center Director at Kinetic Advantage. This is a key leadership position that requires a strong background in customer service, team management, and process improvement.

Key Responsibilities
  • Leadership and Team Management:
    • Supervise and mentor a team of customer service representatives to ensure high performance and professional development.
    • Develop and implement policies, procedures, and best practices to streamline processes and improve efficiency.
    • Set objectives and goals to analyze metrics to ensure company goals are achieved.
    • Collaborate with direct leadership and Human Resources to recruit, interview, hire, train, and develop new team members.
  • Operations:
    • Oversee the day-to-day completion of tasks and ensure payments are disbursed accurately and effectively.
    • Engage with the implementation and maintenance of contact center technology, including phone systems, CRM software, and other relevant tools.
    • Collaborate with IT and other departments to identify and implement system enhancements and process improvements.
    • Stay informed about emerging technologies and industry trends to continuously improve contact center operations.
  • Communication and Coordination:
    • Serve as an escalation point of contact for internal and external stakeholders, responding to inquiries and aiding as needed.
    • Liaise with departments to understand support needs and priorities to streamline and improve customer and field interactions.
    • Retrieve, compile, and log statistics on team production, performance, and inventory.
  • Policy Compliance and Risk Management:
    • Ensure compliance with company policies, procedures, and regulatory requirements related to customer service and operations.
    • Implement measures to mitigate operational risks and reduce errors.
    • Stay engaged with compliance/legal team to ensure all necessary updates are accurate and timely.
  • Continuous Improvement:
    • Identify opportunities for process improvement and automation to enhance productivity and effectiveness.
    • Solicit feedback from stakeholders and implement changes to address areas of concern or inefficiency.
    • Stay abreast of industry trends and best practices to drive continuous improvement initiatives.
Requirements
  • Education and Experience:
    • Bachelor's degree in business administration, management, or a related field preferred.
    • Proven experience in a leadership role within a customer service environment, with a strong history of achieving targets and driving results.
    • Proven experience as a manager in a related field, preferred.
  • Required Skills/Abilities:
    • Excellent leadership, communication, and people skills.
    • Ability to effectively communicate and exchange information with a wide diversity of individuals, both verbally and written.
    • Maintain professional maturity in handling sensitive information.
    • Strong organizational skills, including ability to multitask, work efficiently, prioritize, delegate, and provide scheduling within the team to meet Kinetic Advantage's and our Partner's goals.
    • Strong critical thinking skills and the ability to thrive in a fast-paced, dynamic environment.
    • Familiarity with relevant software applications and tools, such as Microsoft Office suite and office management software.
    • Commitment to upholding high standards of professionalism, integrity, and confidentiality.
    • Excellent interpersonal and customer service skills.
    • Robust time management skills and attention to detail coupled with a proven ability to meet deadlines.
    • Ability to thrive in a fast-paced and, at times, stressful environment.
    • Bilingual is a plus.
Physical Requirements
  • Ability to sit at a desk and work on a computer for prolonged periods of time.
  • Must be able to communicate clearly.
  • Ability to operate computer and office equipment, maintain paper files, and move about an office environment.
  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards.