Director of Technical Call Center
- Job Title
- Director of Technical Call Center
- Job ID
- 810593
- Location
- Nashville, TN 37210
- Other Location
- Description
-
This individual will be responsible for achieving Customer Service and Operational excellence through a highly collaborative, process driven, team focused approach. Reporting directly to the VP of Service Management and Delivery, the position has full accountability and responsibility for our 24/7/365 call center operations in Nashville, TN. The Director will effectively manage the overall help desk operation and processes to ensure quality results for all customers while improving operational efficiency.
Responsibilities:- Develop operational strategies aligning with the organization's strategic goals. Incorporating the organization's customer focused values and concepts of quality into the determination, communication, review and continuous improvement of the call center planning process.
- Define and then improve on relevant KPIs to measure productivity and customer experience.
- Review KPIs and other reports then develop action plans as necessary to ensure performance targets are met through a Continuous Improvement Process. Conduct weekly and monthly operational reviews on key customer support issues and performance reports.
- Define criteria for and then participate in an annual call center industry Benchmarking initiative. Review results with and makes recommendations to VP of Service Management and Delivery to address any deficiencies or improvements needed to reach a “Best in Class” goal for service.
- Provide strategic and operational input to Solutions Development and Strategic Account Teams, control budgets for responsible areas, and ensure that customer goals are met.
- Identify, analyze and resolve a wide range of technical, process and operational issues providing quick and decisive solutions.
- Collaborate with internal and external business partners to proactively develop improvement initiatives for call/problem avoidance, enhanced customer experience and employee satisfaction.
- Review long term staffing plans to drive strategic focus of annual planning, quarterly forecasting, and daily service level goals.
- Build and maintain a culture to promote the development and implementation of best practices so that the call center is recognized as a business leader in service.
- Interpret and use customer and competitor information to maximize team upsell, retention, and renewal opportunities.
- Establish and assess the achievement of realistic, challenging objectives through regular communication and formal performance evaluation
- Ensure employees understand how their role impacts the business and identify areas to support employee development; recognize positive performance and addresses performance/behavior situations in a timely and appropriate manner
- Foster a positive team environment and provide ongoing guidance and career development opportunities to direct reports
- Perform other duties as assigned.
Job Requirements:- BS Degree, Masters preferred
- Minimum 10 years of experience in a Technical Call Center with 5+ of those years serving in a management role.
- Prefer experience in a management role where the business provided technology solution sales and services.
- Strong problem solving, troubleshooting, & analytical skills.
- Proven ability to communicate at the client and executive level and present to senior and executive management.
- Proficiently skilled in personal presentation, verbal, and written communication;
- Strong Knowledge of Microsoft Office (i.e. Excel, Visio, Word, PowerPoint, Outlook, etc), call center applications, training and quality applications, workforce management applications, CTI and ACD/ telephony technologies and other related call center software (Saleforce a big plus).
- Data-oriented with the ability to assess, plan and implement changes.
- Excellent inter-personal, management, and motivational skills
- Highly motivated, minimally supervised and looking for significant challenge