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Sr. Director of Call Center

Location:Macon, GA
Exempt/Non-Exempt:Exempt
Benefits:Full Benefits Package
Employment Type:Full Time
Department:Call Center
Description:This position can be based in our Call Center located in Macon, GA or our Call Center in Emporia, KS.

The Sr. Call Center Director has complete responsibility and accountability for all incoming customer inquiries for the Company and is responsible for the leadership and development of one Director, 8-10 Managers and 100-125 Call Center Representatives working within a 24/7/365 call center.

Duties:Essential Duties and Responsibilities include the following:

Establishes productivity, quality and customer-service standards.

Ensures daily operations and projects occur on schedule and within budget, while meeting/exceeding customer needs, employee expectations and business results.

Meets call center objectives by estimating staffing requirements, analyzing variances & initiating corrective actions.

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.

Identifies areas of opportunity by creating call center performance reports and collecting, analyzing, and summarizing data and trends.

Responsible for developing policies and procedures to limit financial risk and improve productivity.

Contributes reporting, analysis and trending to organizational strategic plans and projects.

Defines user system requirements for improved performance and increased productivity.

Resolve escalated customer issues that are not resolved at the department manager level and puts processes in place to ensure the issue does not reoccur.
Qualifications:Education and/or Experience Requirements:

Bachelors Degree
3-5 years management experience
3-5 years of increasing managerial experience within call centers
3-5 years of ACD experience
3-5 years of workforce management experience
3-5 years of quality management experience
Large team management experience
Telecommunications CLEC background, preferred
Previous, demonstrated process management experience
Previous, demonstrated project management - skills in companywide initiatives.
Proven ability to strategically drive an organization forward.
Demonstrated success in progressive leadership opportunities in customer service and/or call center environment.

Knowledge and Skill Requirements:

Excellent customer service skills
Excellent communication skills (verbal and written)
Ability to exercise tact and good interpersonal skills
MS Office advanced skills, preferred
MS Excel advanced, preferred
Flexibility; Adapts to changing circumstances and adjusts approach as required; creatively uses available resources to solve problems and attain goals.
Analytical thinking - summarize information concisely and clearly identify key elements, patterns, results, or relationships; innovative vs. institutional thinking.
Ability to exercise good judgment in a rapid paced environment
Ability to keep customer information confidential

Certificates, Licenses, Registrations:

PMI, preferred
Any Call Center recognized certificates, preferred


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