Director of Call Center Operations

Summary: The Director of Call Center Operations leads B2B and B2C customer service initiatives, overseeing contact center performance and digital care operations within the broadband/service industry. The role focuses on optimizing customer satisfaction, aligning operational strategies with digital objectives, and driving continuous improvement across service areas. A key emphasis is on KPIs, performance evaluations, and process enhancements.

Key Responsibilities:

• Leadership & Team Management: Lead and mentor teams, ensure KPI achievement, enhance customer satisfaction, and foster continuous improvement.
• Strategic Planning & Performance Management: Develop and execute strategies to improve customer loyalty and retention, monitor performance, and identify process improvements.
• Customer Experience & Process Improvement: Assess performance, design customer care processes, and collaborate on optimizing digital tools and technologies.
• Collaboration & Technology Integration: Work with IT to implement new technologies, optimize tracking systems, and ensure operational efficiency.
• Operational Excellence & Quality Control: Manage call center performance, minimize wait times, maintain quality standards, and address escalated issues.
• Training & Development: Identify training needs, measure effectiveness, and share improvement insights.
• Cross-departmental Engagement: Partner with teams to plan, execute, and measure customer care strategies.
• Culture & Budget Management: Promote a positive culture, manage the department’s budget, and balance cost-effectiveness with investment in service delivery improvements.
• Customer Advocacy & Crisis Management: Act as the customer’s voice in the company, ensuring feedback influences product and service strategies and handling escalated crises.

Qualifications:

• Leadership Experience: 8 years managing multi-channel customer care teams, driving customer satisfaction and digital care solutions.
• Education: Bachelor's degree in business or related field required.
• Operational Expertise: Proven experience in process improvement, P&L management, and using workforce management tools.
• Industry Experience: Background in regulated B2C/B2B industries (e.g., broadband, mobile), with success in customer retention and loyalty programs.
• Strategic & Data-Driven: Ability to analyze performance data, make strategic decisions, and drive transformation.
• Collaboration & Communication: Strong cross-departmental collaboration and executive communication skills.
• Travel Requirement: Willingness to travel up to 15%.

Salary range: $127,000 - $160,000

Desired Skills & Experience:

• Digital Care Technologies: Experience with advanced digital tools for managing customer interactions.
• Advanced Analytical Skills: Ability to analyze and optimize customer data and performance.

Key Competencies:

• Customer-Centric Approach: Focus on improving the customer journey across digital and traditional touchpoints.
• Transformational Leadership: Ability to lead through change and foster a culture of innovation.
• Business Acumen: Skilled in strategic planning and managing budgets.
• Change Management: Expertise in guiding teams through transitions while maintaining performance.

Physical Demands/Working Conditions:

• Prolonged periods of sitting at a desk and working on a computer.
• Regularly required to talk and hear.
• Frequently required to sit, stand, bend, reach, push, pull and walk.
• Required to use hands, handle objects and paperwork.
• Required to use close vision and be able to focus.
• Required to refrain from personal use of technology during working hours.
• Must have reliable transportation and valid driver’s license.
• Required to lift up to 30lbs at a given time.

Job Type: Full-time

Pay: $127,000.00 - $160,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• Leadership: 8 years (Required)

Ability to Relocate:

• Sioux Falls, SD 57108: Relocate before starting work (Required)

Work Location: In person

Salary : $127,000 - $160,000