Director of Call Center The OpportunityOur contact center serves as the front line of client acquisition and revenue generation within a high-volume inbound setting, directly impacting conversion, quality, and operational efficiency. We are seeking a Director of Contact Center Operations to lead a multi-layer team, bringing structure, accountability, and disciplined execution to drive measurable performance improvements across staffing, coaching, and revenue-focused KPIs.
Accountable for- 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.
- Familiarity with data visualization tools such as Tableau or Power BI.
- Knowledge of call center best practices and industry standards.
- Fluency in Spanish a strong plus
Compensation- $160,000 - $200,000 depending on experience, plus performance-based incentives
Benefits- Bonus eligible 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.
Strive for Excellence. Foster Unity. Fight for Justice.Los Angeles, Irvine, San Diego, Oakland, Sacramento, Riverside, Torrance
