Pailin Group Executive Search
Contact Center Director
Our client has been a leader in medical supplies for decades and is a service organization dedicated to fulfilling the medical supply needs of consumers and the caregiving community with a focus on customer satisfaction. We have an overall satisfaction rating of 99% and take pride in maintaining that score.
Job Summary:
We are currently seeking an experienced Contact Center Director to work in the Valencia Call Center. As a pivotal member of the senior leadership team, this role directs the overall strategy and operations of the Contact Center, is accountable for all aspects of attracting, retaining and coaching talent, while maintaining daily operational supervision and employee development.
The successful candidate for this opportunity will show a dedication to be inclusive, demonstrate accountability, be agile and acquire a strong business acumen. We highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.
Benefits:
Medical, Dental and Vision
401(k)
Personal, Sick and Vacation Days
Flexible Spending Account
Life & Disability Insurance
Education Assistance
Employee Discounts
Key Job Responsibilities:
Directs floor operations, workforce management and training
Directs all aspects of performance management for in-house floor operations including staff development, reviews, hiring, succession planning, and salary recommendations of both direct and indirect reports
Executes floor operations to ensure budget, KPI and cost per contacts are met. Budget responsibilities include planning, gaining executive support, reporting, and initiating changes to meet or improve costs per contact
Fosters a positive team environment and provides ongoing guidance and career development opportunities to direct reports. Develops and motivates staff driving to high levels of engagement and satisfaction
Provides visionary leadership to a team of managers, supervisors and leads
Responsible for attainment of all performance measures such as quality, service level, and customer satisfaction
Creates and delivers business cases for executive presentations
Plans and prioritize activities to ensure on-time, on budget, completion of projects and initiatives while meeting performance metric expectations
Develops and executes strategic and operational improvements
Directs operation programs including quality assurance, issue resolution, process improvement
Serve as liaison to other departments to gather requirements and implement customer service initiatives
Establish and maintain cross-organizational relationships that align with company goals
Experience/Qualifications/Education:
Master’s Degree in Business Administration preferred
Minimum 7 years of management experience, preferably in a call center environment
Documented history of improving operational efficiency; strong measurable ability and experience using data to improve operational performance
Experience ensuring optimal performance of operations through the use of technology, including workforce management, KPIs, etc.
Strong organizational, communication, and leadership skills
Proficient in Microsoft Word and Microsoft Excel
TO APPLY
Please forward resume and compensation requirements to Roxxanne Miller at rmiller@pailingroup.com
