Executive Director Contact Center

Aligned Solutions has partnered with a nationwide company and we are seeking ahighly experienced and strategic Executive Director for their Contact Center based in Boca Raton, FL. The ideal candidate will be a visionary leader with a strong background in managing large-scale contact center operations. This role demands an individual who can drive customer satisfaction, operational efficiency, and revenue growth through innovative strategies and exceptional team leadership.

Is this your next job Read the full description below to find out, and do not hesitate to make an application.

Key Responsibilities :

Strategic Leadership : Develop and implement the strategic vision for the Contact Center, aligning with the organization’s overall business goals and objectives.

Operational Management : Oversee the day-to-day operations of the Contact Center, ensuring the highest levels of customer service and operational efficiency are maintained.

Team Leadership : Lead, mentor, and develop a diverse team of contact center professionals, fostering a culture of excellence, accountability, and continuous improvement.

Customer Experience : Champion initiatives that enhance the customer experience, leveraging data and analytics to drive decision-making and optimize customer interactions.

Budget Management : Manage the Contact Center’s budget, including staffing, technology, and other operational expenses, ensuring financial targets are met.

Technology Integration : Collaborate with IT and other departments to integrate and optimize contact center technologies, including CRM systems, telephony, and workforce management tools.

Performance Metrics : Establish and monitor key performance indicators (KPIs) to assess the efficiency and effectiveness of the Contact Center, implementing corrective actions as needed.

Compliance and Risk Management : Ensure compliance with all relevant regulations, policies, and procedures, while proactively managing operational risks.

Stakeholder Engagement : Build and maintain strong relationships with internal and external stakeholders, including senior leadership, clients, and partners.

Qualifications :

• Bachelor’s degree in Business Administration, Management, or a related field; MBA or advanced degree preferred.
• Minimum of 10 years of experience in contact center management, with at least 5 years in a senior leadership role.
• Proven track record of driving operational efficiency, customer satisfaction, and revenue growth in a large-scale contact center environment.
• Strong leadership and team management skills, with the ability to inspire and motivate a large, diverse team.
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
• In-depth knowledge of contact center technologies and best practices.
• Strong communication and interpersonal skills, with the ability to influence and build consensus at all levels of the organization.
• Experience managing budgets and financial performance.

Why Join Us?

This is an exciting opportunity to lead a dynamic and growing contact center in a vibrant location. We offer a competitive salary, comprehensive benefits, and the chance to make a significant impact on our organization’s success.

J-18808-Ljbffr