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Kevin Loomis
Linking elite talent with unparalleled opportunities for success.
Call Center Director
Location: Hybrid Remote / In-Office - San Diego Area
About Us
Our client is the most trusted answering service solution in the addiction treatment space. They operate under the belief that anyone calling for help deserves a warm voice and not a cold voicemail. Their mission is to ensure that every caller seeking access to care is heard, helping treatment centers maximize their admissions and provide immediate assistance to those in need. They are dedicated to providing a trusted and efficient service that honors the urgency and responsibility required in addiction care.
Position Overview
We seek an experienced and dynamic Call Center Director to lead our operations. The ideal candidate will have a proven track record in call center management, with the expertise to enhance efficiency, drive growth, and optimize staffing and scheduling. The Call Center Director will manage daily operations, improve processes, and lead the team to achieve exceptional performance.
Key Responsibilities
Leadership & Management:
Lead, manage, and inspire a team of call center leads and agents.
Develop and implement strategies to enhance team performance and morale.
Conduct regular performance reviews and provide coaching and development opportunities.
Strategic Planning & Execution
Develop and execute strategies to improve call center operations and achieve growth targets.
Identify and implement best practices and innovative solutions to enhance efficiency.
Collaborate with senior management to align call center goals with company objectives.
Operational Efficiency
Optimize call center processes and workflows to ensure efficiency and effectiveness.
Monitor key performance indicators (KPIs) and implement improvements to meet and exceed targets.
Ensure compliance with industry regulations and company policies.
Staff Development & Scheduling
Develop and implement effective training programs for call center staff.
Optimize staffing levels and schedules to ensure adequate coverage and high performance. - Foster a culture of continuous improvement and professional development.
Data-Driven Decision Making
Utilize data and analytics to drive decision-making and improve call center performance.
Analyze call center metrics and generate reports to inform strategic initiatives.
Implement data-driven solutions to enhance customer experience and operational efficiency.
Qualifications
Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).
7+ years of experience in call center management, with at least 3 years in a senior leadership role.
Proven track record of improving call center efficiency and achieving growth targets.
Strong leadership and management skills, with the ability to inspire and motivate a large team.
Excellent strategic planning and execution skills.
Expertise in optimizing call center operations and processes.
Experience in staff development, training, and scheduling.
Strong analytical skills and experience using data to drive decision-making.
Excellent communication and interpersonal skills.
Benefits
Competitive salary and performance-based bonuses.
Comprehensive health, dental, and vision insurance.
Free Life Insurance.
Unlimited paid time off.
Professional development opportunities.
Collaborative and supportive work environment.
Seniority level
Director
Employment type
Full-time
Job function
Customer Service, Management, and Other
Industries
Software Development and Telephone Call Centers
Featured Benefits
Inferred from the description for this job
Medical insurance
Dental insurance
Vision insurance
Tuition assistance
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