Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Founded in 1998, Goldschmitt and Associates LLC (G&A) has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. Specializing in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery, G&A is the #1 federal contractor in the VA/DC-Metro area, #2 provider of Information Technology services in America, and one of the top 50 fastest growing businesses according to the INC500. G&A was also named to the INC VET100 Top Fastest Growing Service-Disabled Veteran Owned Businesses and awarded the 2022 SECAF Award of Excellence. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our “family” of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows.
Summary:
Goldschmitt and Associates is a customer-centric organization that values excellence in customer service. We are seeking a seasoned and results-driven Director of Contact Center Operations to lead our contact center team of over 300 agents, in delivering exceptional customer experiences for small business loan programs.
The Director of Contact Center Operations is responsible for overseeing all aspects of our contact center operations and managing subordinate managers. This role will play a crucial part in optimizing processes, enhancing customer satisfaction, and ensuring the efficient performance of our contact center.
Job Duties and Responsibilities:
- Lead, coach, and mentor a team of contact center managers, supervisors, and agents.
- Foster a positive and high-performance culture within the contact center.
- Develop and implement strategies to streamline contact center operations.
- Monitor and improve key performance indicators (KPIs) to ensure optimal performance.
- Ensure a consistent and exceptional customer experience by implementing best practices and continuous improvement initiatives.
- Evaluate, select, and implement contact center technologies and tools to enhance efficiency and effectiveness.
- Manage and optimize the use of customer relationship management (CRM) systems.
- Generate and analyze performance reports to make data-driven decisions.
- Identify trends and provide insights to senior management for strategic planning.
- Ensure adherence to relevant regulations, industry standards, and company policies.
- Develop and implement quality assurance programs to maintain high service standards.
- Manage the contact center budget, including staffing, technology, and operational expenses.
- Allocate resources effectively to meet departmental goals.
Minimum Qualifications:
Preferred Qualifications: