| Division/Department: | Client Services |
| Job Title: | Director of Client Services/Call Center Operations |
| Reports to: | Vice President, Operations |
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General Description
The Director of Client Services - Call Center Operations is responsible for overseeing the daily operations of the call center and dispatch teams while ensuring the highest standards of customer service. This position involves leading a team of supervisors and agents, optimizing operational efficiency, and making improvements in customer satisfaction and service delivery. The Director will collaborate closely with other departments, create and follow company policies and procedures, and ensure that all client needs are met effectively and professionally.
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Responsibilities
Leadership & Team Management:- Lead, mentor, and develop a team of call center managers, supervisors, and agents.
- Ensure effective workforce management by recruiting, training, and retaining top talent.
- Foster a positive, results-driven culture, ensuring alignment with company goals.
Operational Excellence:- Oversee the daily operations of the call center to ensure smooth and efficient service delivery.
- Monitor and optimize key performance indicators (KPIs) such as service levels, call resolution times, and customer satisfaction scores.
- Manage scheduling, staffing, and capacity planning to meet operational demands.
- Implement and review operational processes, ensuring the highest level of service quality and productivity.
Client Relationship Management:- Build and maintain strong relationships with key clients, ensuring their needs are consistently met.
- Serve as the main point of contact for escalated issues, ensuring timely resolution and client satisfaction.
- Collaborate with clients to identify service improvements and ensure expectations are exceeded.
Continuous Improvement:- Analyze data and performance metrics to identify areas for improvement in both individual and team performance.
- Drive the implementation of new tools, technologies, and training programs to improve overall service.
- Champion the adoption of best practices across the organization, including quality assurance, customer interaction protocols, and training.
- Collaborate with logistics and field teams to ensure smooth dispatch operations and timely delivery of services.
Financial & Budget Management:- Manage the call center budget, ensuring cost-effectiveness while maintaining quality service.
- Provide regular reports on financial performance, operational metrics, and client satisfaction to senior leadership.
Reporting & Analytics:- Provide regular updates and performance analysis reports to executive leadership.
- Use data insights to inform decision-making and continuous operational enhancements.
Compliance & Risk Management:- Ensure that all call center operations comply with company policies, legal regulations, and industry standards.
- Implement risk mitigation strategies to safeguard against potential disruptions or service failures.
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| Work Experience Requirements |
- Bachelor’s degree in business, Operations Management, or a related field (MBA preferred).
- 10 years of experience in call center management, with at least 5 years in a leadership or Director-level role.
- Proven experience in driving operational performance and client satisfaction in a high-volume, fast-paced environment.
- Strong leadership, coaching, and team-building skills.
- Expertise in call center technologies, performance metrics, and workforce management tools.
- Exceptional communication, problem-solving, and interpersonal skills.
- Experience with budget management and financial analysis.
- Leadership: Ability to motivate and lead a diverse team toward achieving ambitious goals.
- Analytical Thinking: Strong data analysis and decision-making skills.
- Adaptability: Ability to manage change effectively and thrive in a dynamic environment.
- Full-time position, with occasional overtime based on operational needs.
- May require on-call availability for emergency situations.
Compensation and Benefits- Salary Range: (dependent on experience): $70,000 to $90,000
- 401(k) with company match
- Health insurance
- Dental & Vision insurance
- Disability insurance
- Life insurance
- Paid Time off
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