Call Center Director of Operations

Long & Foster Real Estate
Chantilly, VA
Oct 13, 2020
Oct 22, 2020
Full Time
Call Center Director of Operations Job Summary: Determine/implement call center operational strategies to serve customers by planning and implementing call center strategies and operations; improving systems and processes. Key Responsibilities: Determines call center operational strategies by defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributes information and analysis to organizational strategic plans and reviews. Maintains and improves call center operations by monitoring system performance; reviewing staff compliance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends and proactively develops recommendations to optimize the business. Works closely with Call Center Manager to identify staff coaching opportunities, adherence to workflow procedures, overall performance effectiveness Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Assists in developing call center systems including; customer interaction and voice response systems; user interface designs; developing and executing user acceptance test plans; planning and controlling implementations. Job Requirements: Bachelor's degree or equivalent combination of education and experience is required Minimum 5 years experience in management role in call center environment Salesforce and call center telephony such as Five 9 or Genesys a plus Possess following traits: Customer Focus, Customer Service, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, Managing Processes, Emphasizing Excellence Exceptional written and verbal communication skills

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