Director Contact Center Operations

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are redefining the fleet management industry to be people first then business delivering on our promise of a superior client experience. This takes hard work and innovation and we need more likeminded people on our team.

What We Need

We are looking for a Director Contact Center Operations to join Element Fleet Management. As the largest pureplay fleet manager in the world we provide unmatched products and services and solutions to our clients.

At Element employees play a critical role in delivering value to customers and ensuring an exceptional client experience. We are committed to the success of our clients employees and investors by fostering a culture where every employee can make a difference!

Are You:

• An individual with demonstrated success in translating organizational objectives into tactical plans balancing quality cost and efficiency
• Someone with demonstrated success in leadership and team building

As the Director Contact Center Operations you will provide strategic leadership for two key service linesDriver Customer Care and Accident First Notice of Lossthrough the management of approximately 610 Supervisors. This role ensures superior servicelevel performance high driver satisfaction (as measured by CSAT or NPS) and costeffective operations by leveraging best practices in workforce management technology and process optimization. A central focus is the expansion of chat and digital selfservice solutions to decrease call volume improve efficiencies and elevate the overall driver experience.

A Day in the Life

Strategic Leadership & People Management

• Supervise and mentor a team of 610 Supervisors each overseeing frontline contact center agents in Driver Care and First Notice of Loss operations
• Set performance targets (e.g. service level quality productivity) and monitor supervisor effectiveness through datadriven reviews feedback loops and continuous coaching
• Foster a highperforming culture by encouraging professional development promoting recognition programs and maintaining a supportive work environment that values diversity and inclusion
• Align team objectives with broader corporate goals ensuring a clear understanding of strategic priorities and cultivating a shared vision for success
• Drive employee engagement by implementing action plans based on feedback regularly communicating updates and celebrating achievements

Operational Excellence & Service Delivery

• Define and track key performance indicators (KPIs)including average handle time firstcall resolution call abandonment and driver satisfactionensuring alignment with organizational standards
• Oversee daily operations of Driver Customer Care and Accident First Notice of Loss reviewing call flows quality audits and process adherence for consistent service delivery
• Implement robust training programs for supervisors and agents emphasizing compliance with industry regulations corporate policies and data security requirements
• Establish escalation procedures for complex or highimpact driver inquiries ensuring timely resolution and minimal service disruption
• Use data analytics to identify trends forecast demand and guide resource allocation for peak volume periods

Digital Transformation & SelfService Expansion

• Champion chat and chatbot solutions collaborating with IT Product and thirdparty vendors to introduce or enhance digital contact channels
• Prioritize selfservice initiatives including IVR enhancements online portals and mobile apps to enable quick reliable driver support without agent involvement
• Measure ROI on digital tools analyzing adoption rates cost savings and user feedback to drive continuous improvements
• Stay informed of industry innovations and emerging contact center technologies positioning the organization to adopt leadingedge solutions for driver engagement

CrossFunctional Collaboration & Continuous Improvement

• Partner with internal stakeholdersMaintenance Claims Customer Experience QAto share insights streamline workflows and align on drivercentric strategies
• Lead process improvement efforts using rootcause analysis to reduce repeat calls eliminate bottlenecks and enhance service consistency
• Actively participate in pilot programs and new product launches ensuring the contact center is prepared to support changes and gather meaningful feedback
• Develop performance dashboards for executive visibility highlighting trends successes and areas requiring additional focus or resources

Requirements

• Bachelors degree in business communications or a related field; an advanced degree (MBA or similar) is a plus
• 5 years of progressive leadership experience in a highvolume contact center including driving improvements in service metrics and workforce engagement
• Proven track record of implementing digital solutions (e.g. chat chatbot selfservice portals) and managing technology partners
• Demonstrated expertise in analytics forecasting and workforce management preferably with contact center tools (ACD CRM WFM platforms)

Knowledge & Competencies

• Leadership & Team Building: Skilled in developing and motivating supervisors and frontline staff creating a cohesive culture of accountability and excellence
• Strategic & Operational Acumen: Strong capability in translating organizational objectives into tactical plans balancing quality cost and efficiency
• Digital Transformation: Knowledgeable about emerging trends and best practices in chat automation and selfservice; adept at managing deployment and adoption
• Analytical & DataDriven: Comfortable analyzing performance metrics to make informed decisions and drive continuous improvement
• Collaboration & Communication: Builds effective partnerships with crossfunctional teams and communicates complex ideas clearly to varied audiences
• CustomerCentric Mindset: Focused on delivering superior driver experiences measuring satisfaction and proactively resolving service challenges
• Adaptability & ProblemSolving: Responds calmly to shifting priorities uses critical thinking to resolve complex issues and fosters a solutionsoriented environment

The hiring base salary range for this position is $111100 $152800 annually. Actual compensation within this range will be dependent upon the individuals knowledge skills experience equity with other team members and alignment with market data. Please note that the disclosed salary range is solely for candidates hired to perform work within this geographic location. Candidates hired to work in other locations will be subject to the pay range associated with that location.

Whats in it for You
A culture of innovation empowerment decisionmaking and accountability
Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness (for qualified roles)
Additional benefits and amenities including paid timeoff programs (vacation sick leave and holidays) (for qualified roles)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity equity inclusion and belonging. We are pleased to consider all qualified applicants for employment without regard to race color religion gender identity age sex sexual orientation disability national origin Aboriginal/Native American status protected veterans status or any other legallyprotected factors. Disabilityrelated accommodations during the application and interview process are available upon you require an accommodation with our hiring process please send an email to or call.