National Call Center Director

Job Description

Job Description

Job Title : National Call Center Director

Department : Customer Service

Reports To : EVP of Retail Operations

Job Type : Full-Time

Position Summary :

The National Call Center Director is responsible for setting and managing the strategic direction and operational aspects of our national call centers.

This role includes building and leading a local team, potentially including remote workers, recommending and implementing technology solutions, and ensuring exceptional customer service across multiple locations.

The ideal candidate will have a strong blend of strategic vision, operational expertise, and leadership skills to drive our call centers towards excellence.

Key Responsibilities :

Strategic Planning and Execution :

• Develop and implement the strategic vision for national call center operations.
• Create and manage annual budgets, forecasts, and financial reports.
• Identify and implement strategies to enhance call center efficiency, productivity, and customer satisfaction.

Operational Management :

• Oversee daily operations for the call center team.
• Ensure the call center meets or exceeds performance metrics, including service levels, response times, and customer satisfaction scores.
• Implement and monitor best practices, policies, and procedures to optimize call center operations.

Team Leadership :

• Lead, mentor, and develop a team of call center managers and staff.
• Foster a positive and high-performance work environment.
• Conduct regular performance reviews and provide coaching to improve individual and team performance.

Customer Experience :

• Develop and implement initiatives to enhance the overall customer experience.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Address and resolve escalated customer issues and complaints effectively.

Technology and Systems :

• Oversee the implementation and maintenance of call center technologies and systems.
• Stay current with industry trends and innovations to leverage new technologies that enhance operational efficiency.
• Recommend technology solutions as needed and manage their implementation.

Compliance and Quality Assurance :

• Ensure call centers comply with all relevant regulations, company policies, and quality standards.
• Develop and maintain quality assurance programs to monitor and improve service delivery.

Reporting and Analysis :

• Prepare and present regular reports on call center performance, trends, and strategic initiatives to senior management.
• Utilize data analysis to drive decision-making and continuous improvement.

Qualifications :

• Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).
• 5+ years of experience in call center management, including at least 2 years in a senior leadership role.
• Proven track record of managing multiple call centers and large teams.
• Strong understanding of call center technologies, performance metrics, and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze complex data and implement actionable strategies.
• Experience with budgeting, forecasting, and financial management.
• Exceptional problem-solving skills and the ability to handle escalated customer issues effectively.

Additional Requirements :

• Flexibility to work beyond standard business hours if required.
8 days ago