Director of Call Center

About the role

The Director of Contact Center Operations will oversee the functionality and efficiency of our phone systems, ensure seamless connectivity between call center systems and CRM, and create and maintain dashboards to monitor call center performance.

Responsibilities

• Oversee the functionality and efficiency of our phone systems.
• Ensure seamless connectivity between call center systems and CRM to facilitate accurate and timely data transfer.
• Create and maintain dashboards to monitor call center performance, providing actionable insights to help team members improve their efficiency and effectiveness.
• Identify and resolve technical issues swiftly.
• Foster a culture of continuous improvement, making everyone better at their jobs by ensuring our systems are seamless and efficient.
• Integrate emerging technologies, such as Generative AI, into our systems to enhance our effectiveness and drive innovation.
• Analyze call center metrics to identify trends, areas for improvement, and opportunities for optimization.
• Implement strategies to enhance lead conversion rates, ensuring a smooth transition from inquiry to client onboard.

Qualifications

• 7+ years proven experience in managing call center technology and CRM systems.
• Strong analytical skills with the ability to interpret complex data and generate actionable insights.
• Excellent leadership and team management abilities.
• Proficiency in using performance monitoring tools and software.
• Exceptional problem-solving skills and proactive approach.
• Curiosity and tenacity in exploring new technologies and solutions.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Knowledge of call center best practices and industry standards.
• Familiarity with data visualization tools such as Tableau or Power BI.
• Fluency in Spanish a strong plus.

Pay

$160,000 - $200,000 depending on experience, plus performance-based incentives.

Benefits

• Compensation includes bonus eligibility when targets are met.
• Paid time off and paid holidays.
• Opportunities for growth and advancement.
• Team outings and sponsored events.
• Referral bonus program.
• Firm-paid Medical HMO with affordable HMO and PPO upgrades.
• Low-cost Dental and Vision plans.
• Paid Life and AD&D insurance.
• 401k.
• FSA (Flexible Spending Account).
• EAP (Employee Assistance Program).
• Pet Insurance.