National Call Center Director

2 days ago


GondrecourtleChâteau, Grand Est, United States PCs for People Full time
Job Summary:
National Call Center Director Needed for PCs for People - A Rewarding Non-Profit Role

We are seeking an experienced and results-driven National Call Center Director to oversee our customer service operations across multiple sites. As a key member of our team, you will be responsible for directing and supervising a team of 12-15 members, ensuring consistent delivery of quality support and maintaining the professional health of your team.

About the Role:
The National Call Center Director position is a critical role that supports customer service activities across multiple locations. You will work closely with our CEO to develop and implement strategies to drive team performance and improve customer satisfaction. This is an excellent opportunity to make a positive impact in the community while working in a fast-paced and dynamic environment.

Key Responsibilities:
  • Provide day-to-day supervision of 12-15 team members on their daily work using performance metrics and company processes.
  • Coach team members in areas such as training and development, communication, enforcement of company policies and procedures, performance evaluation, and occasional written documentation of team member performance issues.
  • Maintain Contact Center CPH (Calls Per Hours) and EPH (Emails Per Hour) metrics for individual employees and overall group.
  • Create and maintain call forecasting data to determine future hiring and scheduling needs.
  • Maintain weekly schedule to ensure adequate intraday phone and email coverage.
  • Monitor queue SLA performance & schedules, making intraday adjustments as needed.
  • Handle escalated calls, complaints, questions, and queries as necessary.
  • Answer Client questions over phone & email about a variety of topics including program eligibility and PCs for People services as needed.
  • Interface and engage with direct reports to assist with answering questions, guidance, and supervision.

Requirements:
This role requires a High School Diploma or equivalent and 2+ years of experience in a team leadership or relevant supervisory role including coaching and performance management. Excellent verbal communication skills, both written and oral, are essential for success in this position.

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