Rochester, NY, US, 14622
About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
The Site Director is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, high conversion rates, staffing utilization, employee culture, employee retention, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
The Director’s success is measured by the organization’s ability to deliver on being the #1 Trusted Partner through Quality Performance while meeting monthly Call Attainment requirements. This is achieved through continuous integrity in all activities by ensuring an effective site client partnership, creating a high level of employee engagement and activities, achieving call center call efficiencies through the deployment of best practices, the continuous development of leadership, the achievement of financial targets and the achievement of performance metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all calls are of an inbound nature.
The Director of Contact Center executes the vision for the operation insuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
Ability to generate and maintain a strong employee engagement culture mitigating employee turnover,
Responsible for development and administration of annual department budget to attain business goals with operational stability,
Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
Maintain effective internal Quality Assurance (QA) programs fostering continuous improvement and client expectations,
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
Manage and expand client and coworker relationships,
Insure compliance with regulatory agency guidelines and standards.
Knowledge, Skills, & Experience Requirements
Bachelor of Science degree or higher preferred; 10+ years senior leadership in a Call Center will be considered in lieu of degree
Minimum 7+ years of Call Center/Contact Center management experience; preferably BPO
Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
Computer Skills: Microsoft Outlook and Word with advanced Excel skills
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to HR@Continuumgbl.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com.
Nearest Major Market: Rochester