National Contact Center Director - AIIStar

Job Title: National Call Center Director
Department: Customer Service
Reports To: EVP of Retail Operations
Job Type: Full-Time

Position Summary:
The National Call Center Director is responsible for setting and managing the strategic direction and operational aspects of our national call centers. This role includes building and leading a local team, potentially including remote workers, recommending and implementing technology solutions, and ensuring exceptional customer service across multiple locations. The ideal candidate will have a strong blend of strategic vision, operational expertise, and leadership skills to drive our call centers towards excellence.

Key Responsibilities:

1. Strategic Planning and Execution:

   • Develop and implement the strategic vision for national call center operations.
   • Create and manage annual budgets, forecasts, and financial reports.
   • Identify and implement strategies to enhance call center efficiency, productivity, and customer satisfaction.

2. Operational Management:

   • Oversee daily operations for the call center team.
   • Ensure the call center meets or exceeds performance metrics, including service levels, response times, and customer satisfaction scores.
   • Implement and monitor best practices, policies, and procedures to optimize call center operations.

3. Team Leadership:

   • Lead, mentor, and develop a team of call center managers and staff.
   • Foster a positive and high-performance work environment.
   • Conduct regular performance reviews and provide coaching to improve individual and team performance.

4. Customer Experience:

   • Develop and implement initiatives to enhance the overall customer experience.
   • Analyze customer feedback and service metrics to identify areas for improvement.
   • Address and resolve escalated customer issues and complaints effectively.

5. Technology and Systems:

   • Oversee the implementation and maintenance of call center technologies and systems.
   • Stay current with industry trends and innovations to leverage new technologies that enhance operational efficiency.
   • Recommend technology solutions as needed and manage their implementation.

6. Compliance and Quality Assurance:

   • Ensure call centers comply with all relevant regulations, company policies, and quality standards.
   • Develop and maintain quality assurance programs to monitor and improve service delivery.

7. Reporting and Analysis:

   • Prepare and present regular reports on call center performance, trends, and strategic initiatives to senior management.
   • Utilize data analysis to drive decision-making and continuous improvement.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).
• 5+ years of experience in call center management, including at least 2 years in a senior leadership role.
• Proven track record of managing multiple call centers and large teams.
• Strong understanding of call center technologies, performance metrics, and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze complex data and implement actionable strategies.
• Experience with budgeting, forecasting, and financial management.
• Exceptional problem-solving skills and the ability to handle escalated customer issues effectively.

Additional Requirements:

• Flexibility to work beyond standard business hours if required.