Director callcenter operations full#

Oversee processes and procedures, work order accuracy, quality, and adjustments ensure a high level of customer satisfaction and an optimal customer experience.ĭirect hiring and staffing for call center based on workforce capacity and schedule adherence requirements. Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines. With thanks to Douglas Jackson a specialist recruitment consultancy and executive search company.This director, call center operations is responsible for providing leadership and day-to-day management of all areas of a fully remote call center including but not limited to customer satisfaction, enhancing the customer experience, leading the centers service, workforce management, it, human resources, facilities, training and operations teamsThis position is also responsible for insuring all company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced.Īctively and consistently support all efforts to simplify and enhance the customer experience.ĭrive the attainment of key performance indicators including service level, quality, revenue protection, productivity/efficiency, reliability, first call resolution and attrition objectives. Evidence of well-developed leadership skills.Able to adapt and succeed in a changing environment.Excellent communication and negotiation skills.Able to use these relationships to deliver service improvements Influential relationships skills at all.Demonstrate ability to motivate and communicate with others at all levels.Able to interpret MI/BI and develop strategy and make recommendations.o Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment Proven Management and/or relationship management experience at a senior, strategic level role.Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.Extensive experiencing of managing operational customer service teams.Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams.Continually develop improvements and embed successful change projects.Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements.Define, negotiate and agree the effective utilisation of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.Identification of any potential risk issues.

Director callcenter operations full#

Accountable for ensuring full regulatory compliance and legal requirements.

Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.Act as the Voice of the Customer across the organisation.Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.Identify new tools and technologies to better serve the customer.Empower and Engage the Customer Service Team.Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric.Create a culture and processes which achieve the business goals and objectives with regards to their customer service.

Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.Some of the responsibilities and duties will include: The Customer Service Director is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels (Front and Back office. The role has significant levels of responsibility and accountability for operational delivery. The Customer Service Director is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in either a B2B or B2C environment.