To be considered for this role you must have current or very recent experience managing in-bound call center operations AND must be located in the Ontario OR / Boise ID area
Reports to: CEO (HQ / San Francisco)
The Call Center Operations Director is responsible for managing and directing all inbound call center operations as well as implementing and reviewing call center procedures and policies in order to serve our customers by delivering a high standard of customer service and to represent the organization in the best possible way. You will be managing approximately 125 people so you will also need to bring finance experience with regard to budgeting etc.
Desired Skills and Experience
- Responsible for ensuring the execution of the business plan in an efficient and profitable way, by improving the operational systems, processes and policies
- Play an integral role in long-term planning, including an initiative geared toward operational excellence.
- Responsible for determining long-range objectives and goals to meet business operation expectations.
- Promote a culture that encourages and ensures both staff and customer satisfaction.
- Manage a team of call center Managers and direct their activities for the achievement of call center targets and goals.
- Develop and supervise a team of representatives and monitor team performance to ensure that the call center goals are met and support call center quality.
- Measure and demonstrating the group productivity as well as the individual’s reports related to customer outcomes.
- Identify and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
- Identify, recommend and support the implementation of various programs for the improvement of call center processes.
- Liaising with supervisor, team leaders, and other operatives to collect information and resolve issues.
- Monitor random inbound calls to improve the quality minimize errors and track operative performance.
- Forecast and analyze information against budget statistics on a weekly and monthly basis.
- Motivate, coach, and retain staff as well as coordinates incentive schemes.
- Excellent problem-solving, communication and interpersonal skills.
- Bachelor’s Degree in Business, Management and/or Call Center Management certifications will improve your candidacy
Telmate is one of the fastest growing inmate telephone and communications systems providers in the United States, and is a leader in customer service and cutting-edge technologies including video visitation, secure messages & photo sharing, and facility investigator tools. The Telmate communication system is deployed in over 245 facilities throughout 43 U.S. states and two Canadian provinces.