Director - Contact Center

Position Overview :

USFAS is seeking an experienced contact center director to lead our remote call center operations. The ideal candidate will have a strong background in workforce and call center management including experience with Business Process Outsourcing (BPO), exceptional leadership skills, and a proven ability to enhance operational efficiency while ensuring top-notch customer service.

Required Education, Skills and Experience :

• Bachelor's degree in Business Administration, Operations Management, or a related field; Master's degree preferred.
• 5-8 years of experience in call center operations, with at least 3 years in a leadership role within a BPO environment
• Proven track record of driving operational improvements and achieving performance goals.
• Strong analytical skills and proficiency in data analysis and reporting.
• Excellent leadership, communication, and interpersonal skills.
• Familiarity with call center technologies and workforce management systems.
• Ability to thrive in a fast-paced, dynamic environment.

Essential Functions / Responsibilities (other duties may be assigned) :

Work Environment : OSHA RISK FACTOR CATEGORY 1. The employee is regularly required to talk or hear. The employee frequently is required to stand, walk; sit; and use hands to finger, handle, or feel, and work with a computer. The employee is occasionally required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and smell. The employee must occasionally lift up to 50 pounds and / or carry objects weighing up to 25 pounds. The employee is required to perform repetitive motions, including reaching above the head, and typing. Specific vision abilities required by this job include peripheral vision, depth perception, and ability to adjust focus. Color-blindness testing is required for those with job-specific duties requiring color discrimination.

Pay Rate :

125,000 / year 20% bonus

USFAS

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)