Job Description
Job Title: Call Center Director
Location : Hybrid - 4 days remote, 1 day onsite in Columbus, OH About Us :
We are committed to providing exceptional customer experiences by offering solutions that are reliable, efficient, and personalized. As a leader in the industry, we are seeking a highly skilled and motivated
Call Center Director to manage a dynamic team of employees. This is a unique opportunity to lead a fast-paced, high-impact team that plays a critical role in our customer service operations.
Position Overview :
The
Call Center Director will be responsible for overseeing the day-to-day operations of a remote team of full-time employees (FTEs), ensuring all customer relations, troubleshooting, and inquiries are handled with the highest level of professionalism and efficiency. This position requires a strong leader with experience in call center management, a strategic mindset, and a deep understanding of remote team dynamics.
Key Responsibilities :
- Leadership & Team Management :
- Lead, mentor, and motivate a team of call center agents.
- Provide ongoing coaching, performance feedback, and career development support to ensure team success.
- Monitor team performance metrics and address any challenges to ensure optimal productivity and customer satisfaction.
- Foster a positive and collaborative team culture to maintain high morale in a remote environment.
- Operational Excellence :
- Oversee daily operations, ensuring all customer inquiries, issues, and troubleshooting are handled efficiently and in a timely manner.
- Develop and implement standard operating procedures (SOPs) to improve workflow and enhance customer satisfaction.
- Ensure adherence to company policies, compliance guidelines, and service level agreements (SLAs).
- Analyze operational data and trends to identify opportunities for continuous improvement.
- Customer Experience :
- Ensure the delivery of exceptional customer service by implementing best practices for customer interactions.
- Handle escalated customer issues or complaints and resolve them in a timely and effective manner.
- Collaborate with other departments to align customer service strategies with company-wide goals.
- Performance Management :
- Set clear performance expectations for the team and hold employees accountable for meeting objectives.
- Use performance data to identify areas of improvement, create action plans, and drive measurable results.
- Create and present reports on team performance, customer satisfaction, and KPIs to senior leadership.
- Technology & Tools Management :
- Oversee the use of call center software, tools, and technology, ensuring they are being used efficiently by the remote team.
- Work closely with IT and HR teams to ensure the right technologies are in place to support remote work and improve team productivity. Qualifications :
- Bachelor's degree in Business, Communications, or related field (or equivalent experience).
- 7+ years of experience in call center management, with at least 3 years in a leadership role managing teams.
- Proven track record of successfully managing a large team of customer service professionals.
- Strong leadership skills with the ability to coach, develop, and inspire remote teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze and leverage performance data to drive improvements and meet KPIs.
- In-depth understanding of call center software and customer service tools.
- Strong organizational skills and the ability to multitask in a fast-paced environment.
- Experience with remote work management and virtual team-building strategies.
Preferred : - Knowledge of workforce management software and scheduling tools.
- Experience in change management and process improvement initiatives.
Why Join Us?- Competitive salary and benefits package.
- Flexible work environment.
- Opportunities for career growth and professional development.
- A collaborative and supportive team culture.
If you are a strategic thinker with a passion for customer service and remote team management, we'd love to hear from you. Apply today and become part of an innovative company dedicated to delivering exceptional customer experiences!
Job Tags
Full time, Remote work, Flexible hours,