Director of Call Center Operations
Director of Call Center Operations
Foodsmart
United States
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- Team Leadership
- Directly oversee, coach and hold accountable the Customer Support Manager and our two outbound Team Leads
- Indirectly oversee a team of :40 support and outbound reps
- Create a world class training and onboarding process that ensures new hires are set up for success
- Lead through setting goals and KPIs and help oversee the QA and accountability processes
- Act as the voice of the team to leadership and other departments in the organization
- Systems and Processes
- Oversee migration to a new IVR and Chatbot in order to maximize self service and automation
- Assist Customer Support Manager to ensure knowledge base is continually updated
- Work cross functionally with engineering and IT to ensure systems are integrated seamlessly across the organization
- Track and utilize data to make decisions around staffing, SLA management and outbound calling campaigns
- Continually refine and assess systems and processes to identify redundancies and inefficiencies
- Ensure the call center is holding to TCPA and other government standards
- Launches and Customer Success
- Partner with Sales, Marketing and Client Development on pre and post client launch strategy in regards to calling campaigns and customer support
- Ensure that all client SLAs are met and exceeded utilizing staffing and software
- Handle escalated customer issues and ensure timely resolution
- Work alongside Client Development team on projects requested by clients
- An exceptional people leader - past team members have told you how much they love working for you
- Data-centric with the ability to make great decisions by dissecting and interpreting data
- You love building things and are not afraid to take on complex projects that take time and require involving people from all departments in the organization
- A learner at heart - you believe asking questions is one of the best ways to learn
- You are not afraid to step outside your comfort zone to take on new challenges
- 5-7 years of progressive leadership experience in a call center environment, preferably in the healthcare and/or start up environment
- Proven ability to automate functions
- Experience managing or running support
- Deep understanding of TCPA laws and regulations and how they apply to a call center
- Proven track record of meeting and exceeding required SLAs
- Experience creating and maintaining, knowledge bases, IVRs and Chatbots with a focus on self-service
- Experience using and managing a dialer to execute progressive and predictive dialing campaigns
- Demonstrated success in scaling teams and building structure to support the growth
- Strong communication skills and the desire and ability to lead teams and coach direct reports
- Experience using AI for self service and outbound dialing
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Seniority level
Not Applicable -
Employment type
Full-time -
Job function
Other -
Industries
Wellness and Fitness Services
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