National Call Center Director
21 hours ago
About PCs for People
PCs for People is a non-profit organization dedicated to providing technology access to underserved communities. We are seeking an experienced National Call Center Director to lead our customer support team and drive continued growth.
Job Description
- Lead a team of 12-15 customer support representatives, providing day-to-day supervision and coaching to ensure high-quality service delivery.
- Maintain contact center metrics, including Calls Per Hour (CPH) and Emails Per Hour (EPH), to optimize team performance.
- Create and maintain call forecasting data to determine future hiring and scheduling needs.
- Develop and present work improvement and developmental opportunities to promote individual, team, and company growth.
- Improve the client experience by understanding and focusing on what's important, measuring results, and driving necessary actions to improve.
Requirements
- High School Diploma or equivalent.
- 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.
- Excellent interpersonal and customer service skills.
Benefits
- We offer full health benefits (medical, dental, vision), 401k matching, disability insurance, life insurance, and flexible PTO.
- This position drives continued growth and offers a casual, fun, team-oriented environment.
Salary
$50,000 - $55,000 per year.
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