What are the responsibilities and job description for the Call Center Director - Data-Driven Leadership & Analysis position at Florida Window and Door?
Florida Window and Door is seeking a dynamic Call Center Director to lead our vibrant team of 70 professionals, including appointment setters, confirmers, and quality assurance staff. This role is crucial for maintaining and enhancing our culture of success and teamwork.
As the 19th largest home improvement company in the nation, Florida Window and Door proudly serves the state of Florida with top-quality Impact Windows and Doors. We succeed because we care—about our team and our customers. We're looking for a confident and experienced leader to continue driving the success of our well-established team while guiding our operations to even greater efficiency.
Key Responsibilities:
- Develop and implement strategic plans to meet company goals in customer service and team performance.
- Oversee the daily operations of the call center, ensuring efficiency and effectiveness in all processes.
- Lead, mentor, and inspire a large team, promoting a culture of excellence and continuous improvement.
- Collaborate with other departments to align strategies and enhance trust and accuracy.
- Analyze performance metrics and make data-driven decisions to improve customer satisfaction and operational efficiency.
- Ensure effective use of technology and software tools within the call center to optimize workflow.
What We Need:
- Proven experience as a Call Center Director or similar leadership role in customer service settings.
- Strong ability to lead and motivate a large team in a performance-based environment.
- Excellent communication and interpersonal skills, with a knack for critical thinking and problem-solving.
- Experience in strategic planning and execution.
- Proficiency in Google Sheets and Excel, with a generally high software IQ.
- Knowledge of dialer systems and strong skills in training and development.
- Willingness to relocate to Palm Beach, Florida, if not already residing in the area.
Why Join Us?
- Competitive salary and benefits package: $85,000 base annual salary with the potential to earn up to $5,000 per month in bonuses, totaling a potential of $145,000 annually.
- Monday through Friday schedule with weekends as needed.
- Opportunity to lead a dedicated and skilled team in a reputable company.
- Vibrant company culture focused on success, teamwork, and continuous learning.
Salary : $85,000 - $145,000
