Department: Call Center

FLSA Classification: Full-Time/Exempt

EEO Classification: First/Mid-Level Officials and Managers

Reports To: Chief Commercial Officer

Location: Metairie, LA

Job Summary:

The Call Center Director will be responsible for building, leading and operating the Call Center. This role requires a strategic thinker with a strong background in call center operations, customer service, and team leadership. The ideal candidate will have the expertise to design and implement processes, recruit and train staff, and ensure the smoother operation of the call center in alignment with company goals.

Essential Duties & Responsibilities:

• Lead the design, development, and implementation of the Call Center.
• Develop policies, procedures and workflows, and select technology platforms for call center operations, and create a scalable structure to support future growth.
• Recruit, hire, and train a high-performing team; provide ongoing leadership, mentorship, and performance management to ensure success; and foster a positive and productive work environment that encourages teamwork and professional development.
• Oversee daily operations of the Call Center to ensure efficiency and effectiveness; monitor key performance indicators (KPIs) to evaluate call center performance and identify areas for improvement; ensure compliance with all relevant regulations, company policies, and industry standards.
• Develop and execute a strategic plan for the Call Center that aligns with the company's overall objectives; identify opportunities for process improvements and cost efficiencies; collaborate with other functions to ensure seamless integration of customer service operations.
• Serve as primary point of contact for all matters related to call center operations; provide regular updates and reports to senior management on performance, challenges and opportunities; liaise with external vendors and partners to negotiate contracts and ensure high-quality service delivery.

• Other duties as assigned.

Job Qualifications:

• 7-10 years of experience in call center management or a related field.
• Proven track record of building and managing departments or teams from the ground up.
• Proven track record of meeting organizational goals.
• A strong understanding of the telecom or rural fiber market.

Skills:

• Excellent communication and interpersonal skills with the ability to build strong relationships with customers, partners, and employees.
• Strong leadership and team management skills.
• Strong analytical skills and the ability to track and report on key performance metrics.
• Deep understanding of customer service platforms, and relevant technologies.
• Excellent organizational and project management abilities.
• Must be willing to wear multiple hats and take a hands-on approach to direction.
• Agile and adaptable.
• Must be well organized, process/quality driven, and good at managing deadlines.
• A passion for rural development and a commitment to bridging the digital divide.
• Relevant industry certifications (e.g. Certified Call Center Manager) are a plus.

Work Schedule:

• This is a full-time position with a standard expectation of 40 hours per week.
• Work schedules may vary based on business needs, operational demands, and assigned responsibilities.
• While typical scheduling may align with standard business hours, employees may be required to work early mornings, evenings, weekends, or non-standard shifts as needed.
• Flexibility in scheduling is required to support field operations, customer service demands, project timelines, and peak service periods.
• Schedules may be adjusted periodically at management's discretion based on organizational requirements.

Benefits

• Competitive salary based on experience
• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement plan options with employer matching
• Professional development opportunities
• Stable and growing regional company environment

Physical Demands:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk, and sit; climb, balance, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision depth perception, and ability to focus.

The conditions listed are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by managers as deemed appropriate.