- Time Management
- Microsoft Word
- Microsoft Office
- Health Insurance
- Paid Time Off
The Director of Call Center Operations will serve as a key member of the senior leadership team of a dynamic business unit. The successful candidate will be responsible for day to day operations, management and client relationships. They will also be responsible for day to day interactions and business processes related to the program and developing strategies and work with client leadership. In this role you will have an opportunity to manage a wide variety of inbound and outbound customer service and sales programs on behalf of some of the most recognized brands in the world.
The Director of Call Center Operations is responsible for the management and development of supervisors and all other operational management associated with day to day contact center operations. Operationally, the Associate Director is responsible for the development and implementation of all operational strategy the ensures that performance, culture and overarching contact center controls and processes are aligned with corporate and client objectives. This role works closely with corporate leadership and requires a high degree of initiative, sound judgment and leadership.
Oversight over the call center operation including operations supervisor, managers and support roles.
Oversee quality, production, and hours.
Assist with implementation of strategic sales plans, ensuring they are in alignment with corporate objectives
Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
Directs sales forecasting activities and sets performance goals and objectives accordingly
Review and provide guidelines and best practices for maintaining competitive edge
Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
Analyze and respond to changing market conditions, to include competitive benchmarking
Analyze trends which includes producing statistical reports on individual performance and sales trends
Provide team motivation and development to maximize sales opportunities
Responsible for the overall performance and productivity of Supervisors
Responsible for weekly payroll review and submission to ensure correct entries
Building management of all building maintenance.
Responsible for the physical security of the building
Other duties and responsibilities as assigned
The ideal candidate for this role would share and understand our high growth objectives. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the company internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.
Associate’s degree and/or relevant work experience
Exceptional interpersonal & communication skills
Strong supervisory experience including staff development
Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
Demonstrated ability to drive sales through the actions of others
Understanding of call center tools and technology used to manage KPIs and SLAs
Possess effective conflict resolution skills (both customer and agent conflict)
Possess time management, planning, organizational and multi-tasking skills
Ability to learn new products and systems
Ability to work in a professional fast-paced environment
As this is senior role in our organization, compensation for this position is commensurate with experience. In addition to competative salary, this position may be eligible for performance based bonus as well as other rewards and perquisites.
401(k) Retirement Program
Paid time off/Sick Time
As a 15-year old organization and Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options.
Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.
For more information visit www.massmarkets.com