#Director callcenter operations software

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7- 10 years call center management, large call center operations (200 650 employees), service focused environment.ДЄb| Prime is an affirmative action and equal opportunity employer.

Partner with IT to improve applications.

Knowledge of broadband products and services and the necessary experience to assess current technical resources and provide recommendations for changes as needed.

#Director callcenter operations software

Ability to use personal computer and software.Proven track record of developing staff and maintaining a high standard of employee relations.Mature judgment and individual initiative.Ability to prioritize and organize effectively.

Ability to manage multiple projects simultaneously.

Ability to make decisions and solve problems while working under pressure.

Experience in analyzing data, creating and managing call center budgets that align with business objectives, developing strategies/processes and implementing applications required.

Excellent communication skills - written, verbal and interpersonal communication skills across all levels of the organization.

Knowledge of key elements that comprise the end-to-end customer experience.

Proven success in Call Center management experience - proficiency in utilizing technology (workforce productivity software).

Experience with managing an off shore call center operation through third party relationships.

Experience in managing, hiring, and training in a remote environment.

Strong customer focus and proven customer advocacy.

General Skills / Abilities and Knowledge.

Work cross functionally with other Customer Operations teams including Billing & Collections, Shared Services, Business Planning and Human Resources.

Call routing/customer handling strategies.

Ability to deliver against long and short term objectives Service Level, Customer Satisfaction, First Call Resolution, Dispatch Rate, Average Handle Time and productivity goals.

Significant individual initiative and proven ability to lead a team with minimal direct supervision and maintain all company mandated scope of support rules, rules of engagement for agents/teams to adhere to company procedures.Significant day-to-day autonomy and ability to make decisions consistent with operations plans and budgets.Perform other related duties, as assigned.Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.

Implement internships with high potential agents/supervisors always grooming team members for career progression. Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.

Foster a culture of consistency, accountability and continuous improvement.

Ensure effective and impactful delivery of training to front line customer facing employees.

Oversee employee evaluation, development and performance management processes.

Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.

Oversee processes and procedures, work order accuracy, quality, and adjustments ensure a high level of customer satisfaction and an optimal customer experience.

Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.

Drive the attainment of key performance indicators including service level, quality, revenue protection, productivity/efficiency, reliability, first call resolution and attrition objectives.

Actively and consistently support all efforts to simplify and enhance the customer experience.

This position is also responsible for insuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced. This Director, Call Center Operations is responsible for providing leadership and day-to-day management of all areas of a fully remote call center including but not limited to customer satisfaction, enhancing the customer experience, leading the Centers service, workforce management, IT, human resources, facilities, training and operations teams.