Clone of Site Director

Direct the development, implementation of products/upgrades, long-range planning, project prioritizing, and coordination of all activities at the level of their Call Center. Responsible for making sure that the call center is, at all times presentable, clean, fully functional, and in compliance with Results’ and client’s standards.

Job Responsibilities: 
  • Manages call center operations staffing, Account Management commitments, budget, forecasted hours versus actual hours and payroll
  • Oversees and manages Call Center KPIs such as: Quality, Staffing, and Service Levels
  • Analyzes data for trends in call patterns, product variability, turnover, hiring etc.
  • Manages Call Center daily and monthly operating metrics within budgeted expense parameters
  • Produces monthly operating reports detailing center activity, trend analysis, goals/objectives status and special projects
  • Accountable for the information conveyed to clients
  • Develops/Manages/Maintains employee productivity goals against departmental standards
  • Oversees center wide human resource recruiting, training, development and retention
Required Skills and Qualifications: 
  • At least 5 years experience managing a minimum of 125 inbound/outbound sales and customer service agents with a proven track record of achieving sales and quality goals
  • Demonstrated ability to develop leaders and excellent motivational skills
  • Strong focus on continuous improvement and operational optimization
  • Ability to competently address rapid changes in service delivery and dynamic and time-sensitive environment
  • Knowledge of Microsoft Office programs and multiple operating systems
  • Advanced Knowledge of call center services industry and best practices, understanding ramifications of call center actions on the business, including revenue, expense and employee dynamics
  • Excellent oral and written communication skills, with the ability to effectively respond to questions from managers, clients and customers
  • Knowledge of federal and state call center compliance regulations