- Provide strong leadership to multiple call centers and their management teams
- Drive call centers to establish and hit key performance indicators including Sales Booking, ASA, AHT, efficiency, staffing utilization, turnover, and financial performance.
- Champion the culture of the center, including revising and training on scripts, development and QC that will drive recruiting and retention.
- Continuously innovate and develop knowledge and processes within the centers to improve the customer experience, employee satisfaction, and corporate performance
- Partner with Senior leaderships and IT to implement new technologies as the call centers continue to transform into omni-channel contact centers
- Minimum of 7-10 years call center management experience required with Five9 experience with a focus on sales-oriented industries
- Working knowledge of call center technology, including ACD, CBA, workforce management, and quality management tools
- Support workforce management efforts
- Proven and demonstrable leadership, management and motivational skills
- Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
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Butterfly Effects Charlotte, United StatesTake that next step and become a leader in the field of ABA · Lead and open one of our new Charlotte Center · We are looking for a passionate onsite BCBA leader to direct and further develop the clinical and operational services in our ABA-based center supporting families and c ...
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KinderCare Education Charlotte, United States Full timeCenter Director I7) Description Futures start here. Where first steps, new friendships, and confident learners are born. At KinderCare Learning Companies, the first and only early childhood education provider recognized with the Gallup Exceptional Workplace Award , we offer a ...
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WTW inc. Charlotte, United StatesHow the Position Works · The Sales Director will oversee the daily operations of the call center and their employees and should have experience organizing work groups, coaching employees, monitoring progress, enforcing policies, and ensuring excellent quality of business. The Sal ...
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Willis Towers Watson Charlotte, United StatesHow the Position WorksThe Sales Director will oversee the daily operations of the call center and their employees and should have experience organizing work groups, coaching employees, monitoring progress, enforcing policies, and ensuring excellent quality of business. The Sales ...
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Vertex Service Partners Charlotte, United StatesThe Director of Call Center is a key role to helping manage and optimize Vertexs growing customer care operations around the country. The role will be responsible for recommending and executing sales strategies and tactics to improve call center operations and overall ROI in a mu ...
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Mathnasium (ID: 5201401) Charlotte, United StatesJob Description · Job DescriptionJoin our A+ Team · Across North America and all over the world, Mathnasium Learning Centers are committed to teaching children math so that they understand it, master it, and love it. The Mathnasium Method the result of decades of hands-on instruc ...
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Mathnasium (ID: 5201401) Charlotte, United StatesJob Description · Job DescriptionWho We Are: · Across North America and all over the world, Mathnasium Learning Centers are committed to teaching children math so that they understand it, master it, and love it. · Our world-class curriculum is built upon the Mathnasium Method the ...
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Call Center Director - Charlotte, United States - Vertex Service Partners
Description
The Director of Call Center is a key role to helping manage and optimize Vertex's growing customer care operations around the country. The role will be responsible for recommending and executing sales strategies and tactics to improve call center operations and overall ROI in a multi-site and fast growth company.
The successful candidate will possess strong call center experience and will have proven themselves in being able to turn around struggling call centers. Key skills include sales mindset, strategic thinking, project management and analytical abilities to be able to drive initiatives that deliver on key operational, financial and customer KPI's. A key responsibility will be helping coach and build call center leaders of the future. The ideal candidate will be current on leading technology solutions with a focus on workforce management, telephony solutions that drive efficiency and have a proven track record of implementing new solutions in a call center. While the location is based on Charlotte, NC, travel to multiple locations in a month is required including Florida, Northeast and Midwest.
Accountabilities and responsibilities:
Requirements: