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Director of Operations - Call Center Job
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| Employer Name: OperationsCrossing |
SpiderID: 2275181 |
| Location: Victoria, Texas |
Date Posted: 6/12/2008 |
| Wage: |
Category: Management |
| Job Code: 5372677 |
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Job Description:
Reporting to the Regional Vice President, the Director of Call Center Operations will exceptionally, lead, and manage all recruiting and community networking relations for our, Customer Service Center. This position is responsible for implementing effective call center management practices to increase revenues, reduce costs, and improve service quality. The position is responsible for the recruitment, management, training, and development of all call center agents, supervisors and managers. This position also will communicate and interface with customer service functions at the Regional, Divisional and Corporate levels on operational issues and concerns. Job Duties and Expectations: Partner with the leadership team to develop and execute strategic business plans, operational goals, and performance metrics that drive productivity and ensure a high level of customer service and satisfaction. Communicates and drives all customer service performance objectives to ensure achievement with center and corporate goals. Develop and retain team of managers, providing coaching and developmental opportunities that continuously build and expand both individual and team capabilities Drives continuous operating improvements and quality performance of site Operating Metrics such as quality, productivity, staffing, training, attrition and costs. Manage achievement of service level goals. Identify, analyze and resolve a wide range of technical, process, and operational issues providing quick and decisive solutions. Encourages collaboration and support of cross-functional business initiatives to ensure quick resolution of business issues. Champion development of leadership competencies that drive individual and team goals. Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand. Drive recruitment, selection, and retention of highly qualified internal and external candidates. Partner with leadership teams in providing effective communication, training, tools, and support that maximizes organizational and employee effectiveness. Maximize employee satisfaction, development, and performance through goal setting and performance management practices. Foster a culture of inclusion that encourages employee contribution, respect, and support of all types of individuals.
For more information, please click here To visit us at OperationsCrossing.
For further information, please visit us online at http://www.operationscrossing.com
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Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:
Contact Information:
| Contact Name: - |
Company Type: Employer |
| Company: OperationsCrossing |
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| City: Pasadena |
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| State: California |
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| Zip: 91101 |
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Web Site: http://www.operationscrossing.com
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