Director of Call Center Operations - Military Veterans

Profile

Director of Contact Center Operations (DCCO) - This is a Direct Hire opportunity out of Fort Lauderdale, FL (an in-office position). The company is a small, women-owned, logistics organization throughout the U.S., Canada and Mexico. They are retained by commercial and governmental agencies who have a requirement for lodging, conferences, trainings, food service, logistics and travel management consulting. to simplify and streamline their housing costs and processes.nu00a0nThose with a background in hospitality are preferred.nu00a0nSalary Range: $70K - $135Knu00a0nPOSITION SUMMARY:nThe DCCO oversee operations of a hybrid Contact Center. In this role, your job duties include the management of all Contact Center staff and ensure they maintain the company's expectations on production levels. You hire new Contact Center agents, assess the performance of existing employees, and plan training and professional development courses. This individual has a good mix of strategic and tactical skills and understands Contact Center Leadership, Technology, Analytics, Process and Metrics.nu00a0nTo be a successful DCCO, the primary duties include developing Contact Center operational strategies and business policies, as well as making decisions about communication equipment and software for Contact Center operations. Other duties include managing the Contact Center budget, allocating resources, and coordinating with clients or third-party service providers when necessary. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment and leadership. This role is multifaceted, requiring an exceptionally organized, adaptable, energetic, collaborative, and self-starting team member that is also comfortable representing the company in customer-facing engagements.nu00a0nPRIMARY RESPONSIBILITIES:nWE NEVER CLOSE: Position requires the capability and oversight of a Contact Center that operates 24/7/365.nu00b7 Develop and implement all Contact Center operational strategy that ensures the performance, culture and overarching Contact Center controls and processes are aligned with corporate and client objectives.nu00b7 Develop and maintain an effective working relationship with all members of the Executive and Leadership Teams in order to maintain the organizationu2019s Mission and Vision.nu00b7 Effectively manage interactions with stakeholders including setting expectations, holding meetings and ongoing project updates leveraging strong program and project management skills.nu00b7 Develop, utilize, and share a tracking process to measure the effectiveness quality improvement plans.nu00b7 Proactively establish and implement standard operating procedures for all Customer support workflows.nu00b7 Determine and design training plans for onboarding and continued education.nu00b7 Oversee the duties of the CCM/ACCM in developing and managing shift schedules, assessing resource requirements, and continuously hiring and developing Customer Support Representatives, as needed.nu00b7 Ensures call volume forecasts and planning requirement are built to manage peak volume periods to ensure delivery of KPIs.nu00b7 Ensures Contact Center follows and complies with all contracts, state and regulatory agency guidelines and standards.nu00b7 Oversees the Contact Centeru2019s quality assurance and implements any necessary corrective actions to ensure consistent application of all laws, regulations, and policies.nu00b7 Ensure Post Activity Reviews (PARs) are completed on time, with key sections documenting any major issues, how they were resolved, and any recommended actions; ensure PARs are completed with high quality and easily understoodnu00b7 Determine key performance indicators (KPIs) to measure performance and establish systems that gather the data needed to track those key performance indicators.nu00b7 Perform general team leadership and management and hold regular team member reviews with direct reports and their teams.nu00b7 Conduct performance appraisals; provide measurable feedback with suggestions for direct reportsu2019 performance improvement; formulate and implement employee corrective actions as needed.nu00b7 Attract, retain, and develop a high-performing team.nu00b7 Develop comprehensive goals for performance and growth strategies.nu00b7 Complete regular analysis (monthly and quarterly) of Contact Center performance reports and ensure accuracy and timely distribution of reports that provide insight to performance.nDevelopment of quality management programs, including use of NPS platforms to measure performance.nu00a0nADDITIONAL RESPONSIBILITIES:nu00b7 Responsible for the management and oversight, 24 hours a day, of the reservation department and flow beginning at the initial reservation request through check in, tracking, roster management and invoicing.nu00b7 Continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.nu00b7 Oversee daily operations, adjusting as necessary, ensuring service and quality metrics are achieved while u201crowingu201d together in the same direction.nu00b7 Effectively resolve issues - must be comfortable with conflict, addressing issues, and solving problems in a practical and healthy manner.nu00b7 Cultivate, manage and train your team in the development of healthy relationships with clients, strategic partners and vendors.nConsistently demonstrates a passion for values alignment, focus, simplicity, and clarity across the organization.nu00a0nREQUIRED QUALIFICATIONS AND EDUCATION:nu00b7 Minimum of 5 years of Key Senior Level Management or Director level operations experience.nu00b7 Minimum 5 years of Call Center/Contact Center management experience.nu00b7 Salesforce CRM organization and optimization skillsnu00b7 Highly organized, deadline and detail-oriented, with a keen ability to work in a high stress, fast paced environment with constant re-prioritizing required.nu00b7 Demonstrated experience with metrics and analysis including workforce planning, productivity, SLAs and KPIs required.nu00b7 Demonstrated proficiency with a multitude of software programs including Contact Center phone systems, CRMs, Microsoft Office Suite an ability to adapt quickly to new computer software/programs.nu00b7 Experience building, scaling, and leading Contact Centers.nu00b7 Enthusiastic leader, a passion for serving the clients.nu00b7 Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center.nu00b7 Effective leadership and analytical skills including working knowledge of staffing models, scheduling, and telecom reporting.nu00b7 Exceptional ability to develop and manage results-oriented recruiting and training programs.nu00b7 Strong mentoring and relationship building skills with the ability to effectively manage group and interpersonal conflict situations.nu00b7 Strong negotiation, interpersonal, written, and oral communications skills.nu00b7 Possess effective conflict resolution skills (both customer and agent conflict).nu00b7 Possess time management, planning, organizational and multi-tasking skills.nu00b7 Adept at transitioning seamlessly from a strategic level vision to day-to-day tactical operations required.nu00b7 Experience building high performing teams, including the ability to recognize and cultivate rising talent required.nu00b7 Candidate shall have a make it happen attitude and outstanding team skills.nu00b7 Flexible working hours and able to function in a fast-changing environment.nu00b7 Ability to exercise good judgment in handling confidential and/or sensitive matters.nu00b7 Ability to anticipate issues before they arise and recommend creative solutions.nu00a0nPREFERRED SKILLS:nu00b7 Lean Six Sigma certifications (Yellow, White or Green Belt) preferred OR demonstrated quality management and continuous process improvement experiencenu00b7 Experience with Contact Center systems (e.g. Avaya, Cisco, NICE, Verint, Salesforce, etc.)nBacheloru2019s degree strongly preferred.nu00a0nPlease email me 3 reasons why you are the perfect fit for this role: ****. Be sure to include your resume. Thank you in advance for considering this opportunity!You should know: Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process. nWhy Kellyu00ae?nAs a worker today, itu2019s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whatu2019s next is what weu2019re all about. We know whatu2019s going on in the evolving world of worku2014just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.nAbout Kellyu00aenAt Kelly, weu2019re always thinking about whatu2019s next and advising job seekers on new ways of working to reach their full potential. In fact, weu2019re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world. nKelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.]]

Company info

Sign Up Now - ManagerCrossing.com