Job Summary
A financial technology development company is in need of a Remote Call Center Operations Director.
Core Responsibilities Include:
- Ensuring call volume forecasts and planning requirements are built to manage peak volume periods to ensure achievement of KPIs
- Creating a team structure of onshore and offshore capability
- Taking ownership of the current in-house phone support function that is at its early stages and quickly mobilize an action plan towards maturity
Qualifications for this position include:
- Minimum 7 years of experience in building / managing large call centers of 100+ employees
- Experience building, leading and growing high performing teams
- Demonstrated experience with metrics and analysis including workforce planning, productivity, SLAs, C-SAT and KPIs
- Experience with call center systems (e.g. ZenDesk, Avaya, Cisco, NICE, Salesforce, etc.)
- Proven ability to develop and manage budget
- Advanced skills of Microsoft products including Outlook, Word, PowerPoint and Excel. Comfort with BI tools
