Director of Call Center Operations #37321
Office Call Center
Boca Raton, FL Direct Hire Nov 12, 2024
Contemporary Staffing Solutions (CSS) is seeking a Director of Call Center Operations to join our client in Boca Raton, FL. This permanent opportunity offers up to $160,000 annually with bonuses and great incentives! The Director of Call Center Operations will oversee all aspects of customer service operations within the center, ensuring efficiency, high-quality service, and continuous improvement. This role requires a forward-thinking individual who can build and execute strategic plans, manage resources effectively, and promote a culture of exceptional customer service.

Key Responsibilities:
  • Oversee daily operations of the customer service center, focusing on enhancing efficiency, customer satisfaction, and employee engagement.
  • Develop and implement strategies to optimize call center performance, aligning with organizational goals for member retention, revenue, and service quality.
  • Prepare and manage the center's budget, balancing operational needs with financial goals.
  • Establish metrics and standards to measure success, create performance reports, and present data-driven insights to senior leadership.
  • Recruit, train, and mentor management-level staff, promoting a continuous learning environment and skills development across the team.
  • Leverage advanced call center technologies, analytics, and best practices to enhance efficiency and elevate the customer experience.
  • Ensure adherence to regulatory standards and organizational policies within all call center activities.

Qualifications:
  • Bachelor’s degree in Business Administration, Management, or a related field; relevant experience may substitute for educational requirements.
  • 10+ years of experience in call center leadership, including direct management of large teams.
  • Proven ability to drive customer service improvements through data analysis, performance management, and strategic initiatives.
  • Strong presentation and executive communication skills.
  • Experience managing call center technology, including CRM systems, dashboards, and performance KPIs.

Contemporary Staffing Solutions (CSS) has been a leading provider of contract, temporary, temporary-hire & direct hire solutions. We began as a staffing agency and evolved to a national provider of workforce management solutions with a niche recruitment focus in Accounting & Finance, Call Center & Office, Human Resources, Sales & Marketing, & Information Technology. To learn more about CSS, visit our website: www.ContemporaryStaffing.com.