What are the responsibilities and job description for the Call Center Director/Manager position at Robert Half?
Robert Half has a brand new opening for a Call Center Director/Manager with a local client in Largo, FL.Kicks off with some ON-SITE training during onboarding period, then becomes fully REMOTE.Compensation is flexible $80-100K depending on experience.Interviews are actively being scheduled - Apply NOW!Responsibilities:Provide strong, dynamic leadership that mentors, develops, and guides team members of all levelsMonitoring results of Quality Assurance (QA) programs fostering continuous performance improvementDevelop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties, staffing levels and supervisionWorks with the Executive stakeholders to fulfill department staffing objectives by reviewing headcount, workload and shift requirements.Collaborates with Call Center Staff on ensuring job expectations are communicated appropriately to all staffTracking and reporting performance metrics to include call efficiency, satisfaction rates, staffing utilization and turnover.Planning and reviewing compensationMaintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societiesEnsuring detailed records of communications are kept in database.Conduct cross- departmental training sessions before, during, and after the launch of a promotion.Contribute towards the completion of projects as work volume requires. Including, but not limited to escalated member and dealer issues.
Salary : $80,000 - $100,000
