Director, Call Center

Remote position with preference to Clearwater, Florida

This employee coordinates, plans, and executes growth/cost efficiency strategies with leadership.

• Defines and monitors agent performance through appropriate metrics and overall effectiveness aligning to budget targets and plan
• Maximizes revenue and exceeds established targets
• Trains agents to improve customer experience

JOB FUNCTIONS

• Creates, implements, and manages sales programs to drive agent performance
• Improves call center operational efficiencies
• Performs analytics to identify opportunities and evaluate results of implemented strategies
• Analyzes and improves customer retention, order conversions, and lifetime value
• Improves call center agent metrics through analytics and strategic planning with leadership
• Continuously monitors the effectiveness of the sales programs and adjusts as needed to ensure it remains relevant and effective
• Responsible for data analytics on massive sets of complex, sometimes unstructured data
• Works with different data sources and accurately accesses the correct data within relational databases based on business needs and reporting requirements
• Works collaboratively with business leaders to coordinate and develop a continuous improvement culture
• Effectively implements and improves training/escalation management program to improve agent performance/accuracy and customer satisfaction
• Manages cost savings initiatives, executes associated plans, and meets targets
• Develops presentations, summarized to the appropriate level (CEO, COO, RVPs, etc.)

Education

• Bachelor's Degree in analytics or demonstrable equivalent experience in the field (Required)
• Master's Degree Preferred

Work Experience

• 5-7 years of relative work experience (Required)
• Background in revenue growth (Required)
• Maximized high level revenue growth (Required)
• Background in sales-driven call center (Preferred)
• Strong background in analytical consulting, data science, or related field

Knowledge, Skills, and Abilities

• Work on multiple projects simultaneously with competing deadlines
• Advanced in Excel and/or Tableau
• Detail-oriented with strong organization and project management
• Demonstrates strong critical thinking and problem-solving
• Excellent communication, both verbal and written