Director of Contact Center (Call Center / Customer Service)

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Spring Grove, IL

Industry: Advertising & Marketing Services

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8 - 10 years

Posted 275 days ago

This job is no longer available.

Overview:

In this position you have the opportunity to design and develop the next generation of infrastructure, processes and systems to support our corporate goals and rapid growth. Reporting to the EVP of Sales, you will lead VHT Studios? Client Services team?s accelerated development while ensuring our reputation for quality, responsiveness and service remains impeccable.

Here is the exciting part:

While ensuring the highest standards in day to day operations, you will bring your creativity, problem solving and change management skills to:

?      Identify and recommend new technologies, tools and system enhancements to scale operations to meet our continued growth

?      Institute and implement departmental capacity planning to meet the needs of the business

  • Organize the departmental structure for optimal performance and employee growth
  • Assume leadership for increasing proficiencies of direct reports and developing a training strategy
  • Ensure proficiency in key factors of success; providing expert guidance and recommendations to clients, providing world class responsive service and exceeding the expectations of clients on a daily basis
  • Improve existing, and implement new, procedures, processes, and scripting
  • Use your analytical skills to create new department and employee performance metrics

?      Integrate additional locations as they are added or acquired

Here are the key qualifications and work experience we are looking for:

?      Bachelor's Degree

?      7- 10 years of previous experience in multi-channel (voice, chat, email etc.) customer service/sales oriented positions

?      5 + years of experience in managerial roles overseeing operations with a contact center, managing contact center supervisors, and leading teams

?      Proven track record of improving customer service metrics and employee performance

?      Experience in strategic planning and execution

?      Experience managing contact center integration from acquisitions and expansion

?      Ability to swiftly scale number of employees and remote locations

?      Proven ability in re-engineering operations, policy, and implementing new strategies and procedures for increased efficiencies and effectiveness

?      Solid understanding of reporting and budgeting procedures including basic financial analysis (cost-effectiveness, cost-benefit, etc.)

?      Proficient in MS Office and contact center equipment/software programs

?      Familiarity with Learning Paths International methodology, a plus

VHT Studios is committed to attracting and retaining the brightest and most talented individuals to our company by offering competitive compensation, a progressive and nurturing culture and growth potential. In addition to our traditional benefit offerings, we offer comprehensive medical benefits and a 401K matching program.