What are the responsibilities and job description for the Call Center Director position at Emler Swim School?
Emler Swim School, rapidly growing and continually providing exceptional service for young families in communities, seeks an experienced and seasoned Director to join the operations of the Company’s call center to efficiently leverage the value of every call. This fast-paced role contributes to company growth by monitoring and reporting KPIs on a regular basis and utilizing the data to anticipate customer needs while coaching, mentoring and managing an internal and offshore team to enhance the employee engagement, service skills knowledge and more. This position is Dallas based and requires a regular office presence.
As Call Center Director of Emler Swim School you will:
- Develop and maintain an effective organization, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
- Monitor and supervise daily workload of internal and offshore sales agents, ensuring performance standards are met. Review and analyze work-related data and make workload adjustments accordingly.
- Monitor sales calls to observe employee demeanor, technical accuracy, and conformity to company policies. Conduct internal quality monitoring activities weekly.
- Oversee the scheduling of all sales agents and forecasting to anticipate increases in demand during the key selling season.
- Appropriately forecast and account for growth due to time of year or marketing promotions.
- Communicate and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company related issues, changes, or actions.
- Determine work procedures, prepare work schedules, and expedite workflow.
- Build and expand professional relationships with internal and external customers, colleagues, and counterparts.
- Become the subject matter expert on technology components to complete the job. Including but not limited to CRM (HubSpot), telephone system (RingCentral) and texting platform (Sakari).
- Continually monitor drip campaigns and scripting to ensure best results.
Requirements
- Minimum of five years managing teams of inbound and outbound call center agents in sales-focused environments.
- Ability to manage staffing and resources to achieve productivity goals.
- Experience supporting project activities including data gathering and analysis, logistical, planning and documentation support.
- Experience performing queue management support including processing cases, emails, phone calls and developing associated queue reports.
- Able to collect, analyze and reference performance measures, develop associated reports and respond to external inquiries.
- Strong analytical and reporting background; creative problem-solving ability.
- Excellent written and oral communications skills required.
- Excellent interpersonal and organizational skills essential.
- Independent, self-motivated individual with high level ability to handle multiple priorities with varying deadlines.
- Knowledge of call center technologies/customer service management systems and workforce management systems.
- Must be high energy, self-motivated, flexible and collaborative; able to roll up sleeves, problem-solve and grow with the company.
Emler Swim School is an industry leader, and our team members are supported with great benefits. Benefits of this full-time position include:
- Employer paid premiums for health and dental insurance
- 401k with 4% employer matching
- Monthly phone allowance
- Bonus potential (performance based)
- Free or discounted swim lessons
- Discounted pet insurance
- Free employee wellness program
Salary : $90,000 - $120,000
