Director of Call Center Operations (Remote)
Director of Call Center Operations (Remote)
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Salary Not Disclosed
1 Vacancy
Job Description
Forbes Advisor is looking for a Director of Call Center Operations with an entrepreneurial spirit who thrives in a team goal-oriented environment. Reporting to GM the individual in this role will work closely with stakeholders for the vertical in identifying executing and optimizing growth opportunities for the call center team.
RESPONSIBILITIES:
Define the long-term vision for call center operations that aligns with overall company objectives and growth plans.
Design and execute effective inbound and outbound sales strategies to maximize lead generation and conversion ensuring the team meets and exceeds revenue and growth targets.
Establish KPI frameworks (conversion handle time service levels customer satisfaction)
Work with BI to manage performance dashboards and KPI tracking (e.g. conversion rates average handle time service levels)
Provide executive oversight of workforce planning scheduling and real-time management to ensure operational excellence at scale.
Work cross-functionally with other GMs business development and product teams to integrate call center operations across company-wide initiatives.
Champion adherence to industry regulations company policies and QA standards maintaining a risk-aware culture.
Sponsor the adoption of best-in-class technologies (Salesforce Five9 NICE Genesys) and continuous process improvements.
Prepare and present performance reports to executive leadership highlighting trends insights and recommendations.
REQUIREMENTS:
5 years of experience in call/contact center operations
Exceptional problem-solving and decision-making skills
Strong communication and organizational skills
Ability to manage stress well and juggle multiple account challenges at once.
Fluent in Microsoft Word Excel and PowerPoint
Additional Information :
Forbes Advisor provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
#LI-REMOTE #LI-NM1
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Department / Functional Area
Business Development
Key Skills
- Risk Management
- Negiotiation
- Operational management
- Smartsheets
- Strategic Planning
- Team Management
- Budgeting
- Leadership Experience
- Program Development
- Supervising Experience
- Financial Planning
