What are the responsibilities and job description for the Director, Contact Center position at Summit Broadband?
Description
Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida is seeking a Director, Contact Center to join our Customer Experience Team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.
Job Title: Director, Contact Center
Status: Full-Time/Exempt
Reports to: EVP, Residential Services
As a valuable member of the leadership team at Summit Broadband, the Director of the Contact Center will be accountable for creating and maintaining a customer centric and employee centric culture that recognizes our customers and our employees as our two most valuable assets. This leader will lead the Contact Center’s performance to ensure world-class customer experience over the phone and through electronic media including but not limited to chat, email and social media.
Position Summary
The Director, Contact Center is responsible for the strategic direction and successful execution of contact center operations. The Director must be able to facilitate the maximization of resources to achieve customer satisfaction, productivity, contract SLA compliance, and financial goals. Plan and develop strategies and procedures to improve the operating quality and efficiency of the department. This position is accountable for all contact center activities, including workflow, performance data, and overall management, to ensure a high level of customer satisfaction. Customer contact will include incoming/outgoing calls, social media, face-to-face customer service, and alternate customer contact channels. Responsibilities include meeting or exceeding customer SLAs while controlling costs in accordance with the budget. The Director will also oversee successful contact center workforce management, ensuring optimal staffing, forecasting, and scheduling to maintain efficiency and service levels. Additionally, the role involves developing AI-driven strategies to enhance automation, improve customer interactions, and drive operational efficiencies. The Director will be responsible for reporting and presenting contact center metrics and KPIs to other departments, ensuring transparency, data-driven decision-making, and alignment with organizational objectives. The Director's success will be measured by the organization's ability to provide high-quality service to customers while meeting all operational objectives.
Job Description
Strategic Leadership & Business Acumen
Summit Broadband is a drug and tobacco free workplace.
Summit Broadband, Inc. is an Equal Opportunity Employer. Summit Broadband participates in the E-Verify program.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida is seeking a Director, Contact Center to join our Customer Experience Team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best.
Job Title: Director, Contact Center
Status: Full-Time/Exempt
Reports to: EVP, Residential Services
As a valuable member of the leadership team at Summit Broadband, the Director of the Contact Center will be accountable for creating and maintaining a customer centric and employee centric culture that recognizes our customers and our employees as our two most valuable assets. This leader will lead the Contact Center’s performance to ensure world-class customer experience over the phone and through electronic media including but not limited to chat, email and social media.
Position Summary
The Director, Contact Center is responsible for the strategic direction and successful execution of contact center operations. The Director must be able to facilitate the maximization of resources to achieve customer satisfaction, productivity, contract SLA compliance, and financial goals. Plan and develop strategies and procedures to improve the operating quality and efficiency of the department. This position is accountable for all contact center activities, including workflow, performance data, and overall management, to ensure a high level of customer satisfaction. Customer contact will include incoming/outgoing calls, social media, face-to-face customer service, and alternate customer contact channels. Responsibilities include meeting or exceeding customer SLAs while controlling costs in accordance with the budget. The Director will also oversee successful contact center workforce management, ensuring optimal staffing, forecasting, and scheduling to maintain efficiency and service levels. Additionally, the role involves developing AI-driven strategies to enhance automation, improve customer interactions, and drive operational efficiencies. The Director will be responsible for reporting and presenting contact center metrics and KPIs to other departments, ensuring transparency, data-driven decision-making, and alignment with organizational objectives. The Director's success will be measured by the organization's ability to provide high-quality service to customers while meeting all operational objectives.
Job Description
- Work with senior leadership to establish business rules, guidelines, and parameters related to completing customer requests, billing, customer satisfaction, and revenue growth and retention
- Ensure all policies, rules, and/or operational changes are implemented effectively to reach company objectives
- Manage customer escalations timely by telephone, email or face to face
- Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction
- Analyze trends, reasons why customers contact us, etc. and drive a continuous improvement philosophy within the contact center
- Proactively monitor and analyze contact center data to identify trends, risks and anomalies
- Develop and coordinate team service objectives
- Effectively allocate task responsibilities to appropriate staff, utilizing skills and potential appropriately
- Responsible for hiring, mentoring, evaluating, and disciplinary action if necessary
- Manage employee turnover at or below set target
- Create a productive team environment and sustain employee morale
- Tactical emphasis is on first call resolution
- Responsible for mitigating effect of social media comments
- Develop and maintain working knowledge of all company products, services and promotions
- Manage, minimize and approve customer credits and adjustments within company guidelines
- Manage team performance to established Key Performance Indicators (KPI) and other service metrics
- Support all aspects of customer confidentiality and Customer Proprietary Network Information (CPNI) in accordance with legal requirements and company policy
- Maintain and develop processes for proper documentation and administration of customer accounts
- Maintain and improve departmental and interdepartmental processes to improve customer satisfaction and company efficiency
- Develop, implement and monitor success of transactional sales program
- Take the lead in monitoring performance of outsource call center as measured against SLA’s
- Maintain open door policy
- Additional duties as assigned
Strategic Leadership & Business Acumen
- Ability to set and execute a vision for the contact center aligned with the company's goals.
- Strong understanding of telecom industry trends, customer expectations, and regulatory requirements.
- Experience in managing budgets, cost control, and financial performance optimization.
- Expertise in contact center workforce management, including forecasting, scheduling, and capacity planning.
- Ability to optimize operational efficiency while maintaining high service levels and customer satisfaction.
- Experience in leading remote teams effectively.
- Commitment to delivering superior customer service through various communication channels.
- Proficiency in analyzing customer feedback, driving improvements, and enhancing the customer journey.
- Ability to balance cost efficiency with customer satisfaction and service quality.
- Experience with AI-driven contact center solutions, chatbots, IVR, and automation tools.
- Knowledge of telecom-specific CRM, call routing, and omnichannel communication platforms.
- Ability to leverage data and analytics for process improvement and decision-making.
- Strong analytical skills to interpret KPIs, SLA metrics, and customer interaction data.
- Ability to translate insights into actionable strategies for performance improvement.
- Experience in reporting and presenting contact center metrics to executive leadership and other departments.
- Proven track record in leading, coaching, and developing high-performing teams.
- Ability to drive engagement, retention, and professional growth of contact center staff.
- Experience in fostering a culture of continuous improvement and accountability.
- Familiarity with telecom regulations, data privacy laws, and compliance standards.
- Ability to ensure adherence to legal, contractual, and industry requirements.
- Experience in crisis management and operational risk mitigation.
- Minimum of 7-10 years progressive contact center experience in the telecommunications or customer service industry
- Minimum of 3 years management experience in a world-class, award-winning contact center
- Associates degree in telecommunications or related discipline required
- Understanding of best practices customer service policies and procedures
- Strong leadership skills with the proven ability to inspire teams
- Analytically minded with specific skills focused on contact center data
- Strong project management skills
- Proven ability to work under pressure and solve problems
- Excellent written and oral communication ability required
- Bachelor's degree in business administration, management, or related field
- Working knowledge of communication technology and billing systems
- Must be able to pass criminal background and drug test
- Must have reliable transportation and a clean driving record
Summit Broadband is a drug and tobacco free workplace.
Summit Broadband, Inc. is an Equal Opportunity Employer. Summit Broadband participates in the E-Verify program.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
