Job Title
Call Center Director of Operations
Date Posted
1/14/2019
Location
Mesa, AZ
Country
USA
Min Salary
$80,000.00
Max Salary
$100,000.00
Job Type
Full-Time Regular
Job Description

Our Client is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, their customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue.

ABOUT THE JOB:

Our Client is one of the world’s leading outsourcing companies, is seeking a Director of Operations to drive performance and operational excellence for one of their clients.

We are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.

The Director of Operations will be involved in all facets of contact center operations, including hiring, training, quality control, reporting and client services. The role is ideal for performance-driven individuals with experience in managing a contact center with large call/interaction volumes and 200+ agents.

JOB REQUIREMENTS:

  • 7 - 9 years of experience in contact center leadership, including cross-functional teams/groups
  • Post-secondary diploma or degree with a major in Business
  • 5 years of relevant experience in client relationship management
  • Experience analyzing P&L statements and performing cost analyses
  • Excellent communication skills; listening, verbal and written
  • Excellent organizational and time management skills
  • Experience with maintaining and developing operational statistics, financial management information, and results reporting
  • Ability to meet program KPIs and internal business KPIs (abs, attrition, etc)

Compensation:

$80,000.00 to $100,000.00 Salary could go a bit higher

Good benefits

Relocation assistant is available