Call Center Operations Director
- Employer
- Capstone Search Group
- Location
- Remote within United States
- Salary
- $80k to $100k
- Posted
- Aug 10, 2021
- Closes
- Oct 09, 2021
- Ref
- SAD8556
- Category
- Customer Service, Operations
- Job Type
- Full Time
- Career Level
- Manager
About the Role
Field Marketing Organization(FMO) seeks Call Center Operations professional to step in to manage and expand their sales call center operation. You will be responsible for overseeing compliance, staffing, technology, and reporting programs.
Duties & Responsibilities
- Determine call center operational strategies including capacity planning, cost/benefit analyses, sales reporting, and identification and implementation of technology platforms
- Develop call center systems including CRM, call recording, and monitoring technology
- Maintain and oversee daily compliance and quality assurance programs
- In partnership with sales, manage recruiting, orientation, training, coaching, counseling, and disciplining employees, including administering scheduling systems
- Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions
- Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
Skills & Experience
- Bachelor’s degree required
- 5+ years of supervisory/management experience in a call center environment
- 3+ years of experience within call center operations including data/metrics, performance, trends etc.
- Proven track record within call center methodologies
Compensation, Benefits, & Perks
$80k to $100k + benefits package and ability to work fully remote.