Contact Center Director

Responsibilities :

• Provide strong, dynamic leadership that mentors, develops, and guides Team Leaders and Account Managers.
• Responsible for development and administration of annual department budget to attain business goals with operational stability,
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
• Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
• Manage and expand client and coworker relationships,
• Find and close new revenue opportunities within the existing client base,
• Insure compliance with regulatory agency guidelines and standards.

Knowledge, Skills, & Experience Requirements :

• Fluent / Native English speaker.
• Minimum 7 years of Call Center/Contact Center management experience,
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
• Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred),

Working Days: Mon-Fri fixed

Working Hours: 9 hours starting from 4-5-6 PM

Operational Days: 5 Days a week with 2 Days off