Remote Call Center Operations Director

Location: Nationwide

Compensation: Salary

Staff Reviewed: Fri, Apr 02, 2021

This job expires in: 22 days

Job Category: Management

Remote Level: 100% Remote

Employer Type: Employer

Career Level: Experienced

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

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