Call Center Director Job Description
As a Call Center Director, you will be responsible for managing and overseeing all aspects of our call center operations. This includes developing and implementing customer service strategies, monitoring performance metrics, and ensuring the delivery of high-quality customer service. You will also be responsible for hiring, training, and coaching call center staff, as well as continuously improving processes to enhance efficiency and customer satisfaction.
Responsibilities
- Develop and implement customer service strategies and programs to meet organizational goals
- Monitor and analyze call center performance metrics and trends to identify areas for improvement
- Establish and enforce customer service standards and protocols
- Manage and resolve escalated customer complaints and issues
- Hire, train, and coach call center staff to ensure high levels of customer service
- Develop and implement performance improvement plans as needed
- Collaborate with other departments to optimize call center operations
- Stay up-to-date with industry trends and best practices in customer service
Qualifications
- Bachelor's degree in business or a related field
- Minimum of 5 years of experience in call center management
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Ability to analyze data and make data-driven decisions
- Proven track record of driving operational excellence
- Knowledge of call center software and technology
- Customer-focused with a passion for delivering exceptional service
Skills
- Call center management
- Customer service
- Performance analysis
- Team management
- Problem-solving
- Communication
- Data analysis
- Call center software