Job description

The Director of Call Center Operations will be responsible for leading daily operations of our high volume call center. This key leadership role is responsible for inspiring peak individual performance and ensuring consistent achievement of all operational metrics for our call center operations. The person will have extensive customer care and management experience. The Director of Call Center Operations will manage, inspire and motivate a growing team of front line supervisors to ensure operational excellence, high employee engagement and service improvement. This position will be located in Taylorsville, Utah office.

Job Duties:

• Collaborate with senior leadership in driving organizational and operational implementation of strategies designed to accommodate the rapid growth objectives of our organization
• Manage a large team to support our goals of efficient and effective processes that produce compliant and error free processing
• Serve as coach to all direct reports to support their development and engagement
• Recommend and provide feedback on strategic recommendations to improve productivity while balancing service levels
• Manage teams and processes that improve forecasts and staffing plans
• Manage overall operational and compliance performance to meet or exceed defined metrics
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Prepare departmental performance reports by collecting, analyzing, and summarizing data and trends
• Maintain and improve department operations by monitoring systems and process performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and managing system and process improvement and quality assurance programs
• Meet departmental financial objectives by estimating requirements, providing input on budget, scheduling expenditures, analyzing variances, and initiating corrective actions
• Builds strong collaborative relationships across functional areas within the organization
• Maintain professional and technical knowledge by tracking emerging trends in electronic services operations management, reviewing professional publications, and benchmarking industry leading practices

Skills and Qualifications:

• Preferred Bachelor's Degree in Business related field
• Minimum 6 years’ experience in a contact center environment
• Demonstrated experience managing large teams is required
• Experience in collections contact centers and knowledge of collections processes and services is preferred

Job Type: Full-time

Pay: Commensurate with Experience

Job Type: Full-time

Pay: $60,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Microsoft Office: 1 year (Preferred)

Work Location: One location

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