Director of Call Center Operations - Leading Edge Connections
Boca Raton, FL
About the Job
Job Posting: Director of Contact Center Operations
Job Title: Director of Contact Center Operations
Location: Boca Raton, FL
Company: PROFORCE Pest Control
Department: Contact Center Operations
Reports To: Chief Operations Officer (COO)
Employment Type: Full-Time
About Us
Founded in 2013, ProForce Pest Control is a customer-centric and technology-driven company that is revolutionizing the pest control industry. ProForce serves a crucial public health function by using state-of-the-art equipment and environmentally-conscious products to protect the people and places our customers love. As we embark on a period of rapid growth, we are looking to add ambitious, career-oriented team members.
At ProForce, we pride ourselves on our internal company culture. Not only are our team members treated with respect and competitively compensated; they also benefit from being part of a company that actively rewards employees for being team players while providing ample opportunity for personal and professional growth. As a company, ProForce is driven to achieve excellence—a goal that begins with our individual team members. At ProForce, we understand how important it is to recruit—and reward—people who are enthusiastic about developing their careers and opening new opportunities while delivering an unsurpassed customer experience to our customers and employees.
Job Overview
The Director of Contact Center Operations will be instrumental in building and managing our new internal contact center. This individual will play a key role in the Forming, Storming, Norming, and Performing phases, contributing to the development of operational processes, establishing procedures, working with HR and IT to set up departmental flows, aiding in technology implementation, and overseeing training and hiring. This is a hands-on role requiring a proactive and collaborative approach. This is a salaried position with a base pay of $80,000 to $120,000 per year plus bonus.
Key Responsibilities
Job Title: Director of Contact Center Operations
Location: Boca Raton, FL
Company: PROFORCE Pest Control
Department: Contact Center Operations
Reports To: Chief Operations Officer (COO)
Employment Type: Full-Time
Founded in 2013, ProForce Pest Control is a customer-centric and technology-driven company that is revolutionizing the pest control industry. ProForce serves a crucial public health function by using state-of-the-art equipment and environmentally-conscious products to protect the people and places our customers love. As we embark on a period of rapid growth, we are looking to add ambitious, career-oriented team members.
At ProForce, we pride ourselves on our internal company culture. Not only are our team members treated with respect and competitively compensated; they also benefit from being part of a company that actively rewards employees for being team players while providing ample opportunity for personal and professional growth. As a company, ProForce is driven to achieve excellence—a goal that begins with our individual team members. At ProForce, we understand how important it is to recruit—and reward—people who are enthusiastic about developing their careers and opening new opportunities while delivering an unsurpassed customer experience to our customers and employees.
Job Overview
The Director of Contact Center Operations will be instrumental in building and managing our new internal contact center. This individual will play a key role in the Forming, Storming, Norming, and Performing phases, contributing to the development of operational processes, establishing procedures, working with HR and IT to set up departmental flows, aiding in technology implementation, and overseeing training and hiring. This is a hands-on role requiring a proactive and collaborative approach. This is a salaried position with a base pay of $80,000 to $120,000 per year plus bonus.
Key Responsibilities
- Operational Process Development:
- Design and implement operational processes and workflows for the contact center.
- Establish and document procedures to ensure efficient and effective operations.
- Continuously review and improve processes for better performance and customer satisfaction.
- Collaboration and Coordination:
- Work closely with HR to develop job descriptions, recruitment strategies, and onboarding processes for contact center staff.
- Collaborate with the IT department to ensure the successful implementation of technology solutions.
- Coordinate with other departments to ensure smooth inter-departmental workflows.
- Technology Implementation:
- Participate in the evaluation and selection of contact center technology solutions.
- Assist in the implementation and integration of technology systems to support contact center operations.
- Ensure staff are trained on new systems and technologies.
- Team Leadership and Development:
- Recruit, train, and manage a team of contact center agents and supervisors.
- Provide hands-on support, guidance, and mentorship to the contact center team.
- Foster a positive and productive work environment.
- Training and Development:
- Develop and implement comprehensive training programs for contact center staff.
- Ensure continuous training and development to maintain high levels of service quality.
- Monitor and evaluate training effectiveness and make improvements as needed.
- Performance Management:
- Set performance goals and standards for the contact center team.
- Monitor and analyze performance metrics to ensure targets are met.
- Implement performance improvement plans and provide feedback and coaching to staff.
- Strategic Planning:
- Contribute to the strategic planning of contact center operations aligned with business goals.
- Develop and manage the contact center budget.
- Identify opportunities for operational improvements and cost savings.
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Proven experience in contact center management and operations.
- Strong leadership and team management skills.
- Excellent organizational and project management abilities.
- Experience in developing and implementing operational processes and procedures.
- Strong collaboration and communication skills.
- Hands-on approach with a proactive and problem-solving mindset.
- Master’s degree in Business Administration or a related field.
- Experience in the pest control or service industry.
- Knowledge of contact center technologies and best practices.
- Competitive salary and benefits package.
- Opportunity to lead and shape a critical aspect of our business from the ground up.
- Collaborative and supportive work environment.
- Career growth and development opportunities.
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Source : Leading Edge Connections