MedXM – Santa Ana, CA

The Call Center Director Manages and directs all aspects of outbound/inbound call center operations to assure performance as required. Active contribution to the company’s overall operational objectives as well as the day to day decision making is essential. The leader in this role will partner with the management team to align customer service department policies and systems with the company’s objectives. Core duties include management and leadership of processes for the continuous improvement of the customer experience. The Call Center Director continually strives towards self-development to stay current on customer service, strategies and management procedures & practices. He or she manages the planning and delivery of contractual requirements, manages corresponding resources, ensuring that project outcomes are delivered timely and consistently with quality and proficiency. He or she must maintain visibility at all times, provide hands-on instruction and support to representatives and manage work flow to ensure all targets are being met. They also host meetings with their teams, compile performance metrics and report to senior leadership. Great communication and motivation skills are essential.

Requirements:

  • Minimum 3 years of management experience
  • Service Level Agreements (SLAs) and/or Key Performance Indicators (KPIs)
  • Experienced with modern call center technology (e.g. ACD, IVR, CRM, WFM)
  • Excellent communication skills and interpersonal skills
  • Ability to express ideas in a clear and concise manner
  • Ability to problem-solve and to think tactically and identify significant success factors
  • Able to handle multiple tasks
  • Able to organize, coordinate, direct, manage, and lead projects and teams of people

Santa Ana, CA

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