Job Detail
<Report Line : TH President>
<Number of Subordinates: 3,000 employees >
<Products: Outsourced Call Center Service>
<Position Summary>
The Director of Contact Center is responsible for the strategic planning and execution of all Contact 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 contact efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
<Primary 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,
- 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,
- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center,
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, 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,
- Find and close new revenue opportunities within the existing client base,
- Insure compliance with regulatory agency guidelines and standards.
<Knowledge, Skills, & Experience Requirements>
- Bachelor of degree or higher preferred,
- Minimum 10 years of Call Center/Contact Center management experience,
- Having experience in more than 500 seats scale size of contact center operation
- Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
- Exceptional ability to develop and manage results-oriented recruiting and training programs,
- Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
- Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with related management team and managers at all levels across the wider business to achieve goals and objectives,
- 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
- Occasional travel to clients or Contact Center site required.
