Director of Call Center Excellence

3 days ago


Oak Brook, Illinois, United States Medulla Full time
Job Description:

The Director of Call Center Excellence will oversee the daily operations of our call center, ensuring that all customers receive exceptional service and support. This includes managing a team of call center supervisors and agents, developing and executing strategic plans, and analyzing performance data to drive continuous improvement.

Responsibilities:
  • Team Leadership: Lead and motivate the call center team to achieve exceptional customer satisfaction and service quality.
  • Process Improvement: Continuously evaluate and improve operational processes to ensure efficiency and effectiveness.
  • Performance Management: Analyze call center performance data (KPIs, CSAT, AHT, FCR) to identify areas for improvement and implement strategies to optimize processes and boost customer satisfaction.
Requirements:
  • Experience: Minimum 5-7 years in call center management or leadership, preferably with experience in customer service, operations, and sales.
  • Skills: Strong leadership skills, exceptional communication skills, advanced analytical skills, and problem-solving abilities.
Salary:

$90,000 - $120,000 per year, depending on experience.

Location:

This role is based in [Location], with opportunities for remote work.



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