Job description
the visionary call center director is a leadership role that oversees the entire operation, responsible for leading a large-scale team of customer service professionals. The ideal candidate is a data-driven operator with a proven track record of improving key performance indicators (kpis), scaling teams, and developing future leaders.
key responsibilities:
* strategic leadership & site management:
o develop and execute a comprehensive site plan, ensuring alignment with company objectives.
o assume full responsibility for the site, including forecasting, cost management, and resource allocation to achieve financial targets.
o act as the primary site representative for executive leadership, clients, and community partners.
o champion a culture of continuous improvement, identifying and implementing process enhancements using methodologies like lean, six sigma, or similar.
* operational excellence:
o drive best-in-class performance across all critical contact center kpis, including customer satisfaction (csat), net promoter score (nps), first contact resolution (fcr), service level agreements (slas), and average handle time (aht).
o oversee workforce management (wfm) to ensure optimal scheduling, adherence, and occupancy.
o partner with quality assurance (qa) teams to analyze performance trends, identify coaching opportunities, and ensure consistent service delivery.
o leverage data and analytics to generate actionable insights and data-driven solutions for complex operational challenges.
* team development & culture:
o lead, mentor, and develop a team of team leaders, fostering a strong leadership pipeline through coaching and succession planning.
o champion a vibrant, inclusive, and engaging site culture that attracts and retains top talent.
o implement and manage recognition, engagement, and development programs to drive high employee morale and reduce attrition.
o oversee all site-level talent management functions, including hiring, onboarding, performance management, and career pathing.