Director Contact Center Operations

Position Summary:

AutoNation, leader in the Automotive Industry is looking for a Director to lead a business development contact center operation to support AutoNation USA Stores which includes inbound, outbound and e-leads.  As a Director, you will 

drive a scalable growth strategy to support high volume business and enhanced digital platforms in alignment with company’s mission.

You will regularly interact with Stores/General Managers, Region and Headquarter Executives.  The Director will be onsite in our Iriving, TX location.

 Job Responsibilities:

• Lead an inbound/outbound contact center operation and develop a successful infrastructure to position the operation to support current and anticipated growth and change; these developments include scalable plans for digital capabilities, e-comm and outbound strategies.
• Develop effective and measurable full-scale process to include center’s sales execution methods, customer engagement and peerless customer experience throughout the entire customer relationship lifecycle.
• Maintain keen focus on coaching and development, quality, efficiency, regular process evaluation and peerless overall customer experience aligned with the company’s vision, mission, and goals.
• Ensure successful strategies and evaluation by developing consistent and reliable business analytics to include identifying trends and recommending feasible solutions for best practice implementation.
• Drive a positive and winning culture prioritizing continuous improvement by fostering a high-performance team where new ideas and solutions are encouraged and evaluated.
• Partner effectively with store leadership on operational initiatives regularly to ensure successful outcomes for the business and our Associates in alignment with the company’s strategies.

Qualifications:

• Bachelor’s Degree in Business Administration or related field of study: or any equivalent combination of relevant background, skills, and experience with at least 10 years related experience.
• Minimum 2 years leading a contact center operation at a strategic level and supporting a product-driven business.
• Demonstrable ability to deliver strategic direction and support the execution of sales and customer strategies.
• Successful candidate will have a passion for sales, business development and customer experience.
• Effective communication skills to work across an organization and build strong cross-functional relationships. including developed leadership skills to motivate and retain talent in alignment with company values.
• Sharp analytical skills with a solid understanding of contact center/customer care metrics.

Salary : $0