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Call Center Director

Vertex Service Partners

Vertex Service Partners

Customer Service
Charlotte, NC, USA · Charlotte, NC, USA · Staten Island, NY, USA
Posted on Friday, May 17, 2024

The Director of Call Center is a key role to helping manage and optimize Vertex’s growing customer care operations around the country. The role will be responsible for recommending and executing sales strategies and tactics to improve call center operations and overall ROI in a multi-site and fast growth company.

The successful candidate will possess strong call center experience and will have proven themselves in being able to turn around struggling call centers. Key skills include sales mindset, strategic thinking, project management and analytical abilities to be able to drive initiatives that deliver on key operational, financial and customer KPI’s. A key responsibility will be helping coach and build call center leaders of the future. The ideal candidate will be current on leading technology solutions with a focus on workforce management, telephony solutions that drive efficiency and have a proven track record of implementing new solutions in a call center. While the location is based on Charlotte, NC, travel to multiple locations in a month is required including Florida, Northeast and Midwest.

Accountabilities and responsibilities:

  • Provide strong leadership to multiple call centers and their management teams
  • Drive call centers to establish and hit key performance indicators including Sales Booking, ASA, AHT, efficiency, staffing utilization, turnover, and financial performance.
  • Champion the culture of the center, including revising and training on scripts, development and QC that will drive recruiting and retention.
  • Continuously innovate and develop knowledge and processes within the centers to improve the customer experience, employee satisfaction, and corporate performance
  • Partner with Senior leaderships and IT to implement new technologies as the call centers continue to transform into omni-channel contact centers

Requirements:

  • Minimum of 7-10 years call center management experience required with Five9 experience with a focus on sales-oriented industries
  • Working knowledge of call center technology, including ACD, CBA, workforce management, and quality management tools
  • Support workforce management efforts
  • Proven and demonstrable leadership, management and motivational skills
  • Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity