Call Center Director

August 27

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My Job Tank, Inc

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My Job Tank provides technology-driven education solutions aiming at delivering exceptional value for students on developing their academic and career path$1. .$1

Recruitment • Campus Solutions • Career Development • Executive Search • HR Consulting

51 - 200

Description

• Provide leadership that promotes teamwork, employee respect, empowerment, and open communication • Recommend, implement and coordinate 'best practices' and policies that maximize employee development, training and performance • Accomplishes performance objectives by recruiting, selecting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures • Comprehensive management, including achieving targeted sales and customer service goals • Managing performance standards and conducting staff evaluations • Working closely with executive management team to ensure effective inter-departmental communication • Improve the operational systems, processes and policies in our call center -- specifically, support better management reporting, information flow and management, business process and organizational planning • Gain insights from data by developing reports, metrics, and KPIs • Lead improvement initiatives to ensure goals are met • Ensure compliance with the company’s policies while maintaining the highest level of customer satisfaction

Requirements

• 5+ years of experience and proven success developing and managing a high-performance call center/customer service team(s), preferably within an environment with a large volume of incoming calls • Bachelor’s degree in related field is preferred • Extensive experience with call center infrastructure • Experience working within CRM, ERP or similar systems • Prior experience with IT-related projects like system upgrade or new implementation is a plus • Strong analytical skills and experience organizing, analyzing and transforming data into actionable information • Strong Excel skills are required • Must demonstrate leadership, judgment, and ability to resolve complex situations with employees • A team player with proven ability to wear multiple hats and thrive in fast-paced environment • Strong project management skills • Good written and verbal communication skills • Strong interpersonal skills • Must be knowledgeable in KPI Metrics, Quality Assurance, and Compliance • THE ABILITY TO WORK FLEXIBLE HOURS AND WEEKENDS AS NECESSARY