Director, Contact Center

What We Need FLEETCOR is currently looking to hire a Director, Contact Center within our NA Fuel line of business and is located in Brentwood, TN. In this role, you will be responsible for the strategic planning and execution of the operations. You will report directly to the VP, Customer Experience and regularly collaborate with various departments.   The salary range for this position is $85-100k. How We Work As a Director, Contact Center, you will be expected to work in a hybrid environment.  The responsibilities of the role will include: Leading tactical emphasis is on account management and retention, quality management, workforce planning, recruiting, coaching and training Performing metrics include net promoter score, retention, call efficiency, low abandonment rate, staffing utilization, acceptable turnover, and financial performance Committing to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale Providing strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for account management, retention of clients and net promotor score Driving thoughtful and prompt resolutions for executive escalations Delivering results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development Leading and deploying new initiatives and executing on complex operational processes Developing and maintaining effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision Identifying potential process, control or compliance gaps and leads initiatives to remedy the issue and mitigate associated risks. Recommends procedures, establishes, modifies documents, and coordinates implementation of proper control and compliance procedures Maintaining procedure inventory Advising management on desirable operational adjustments due to regulatory, product/service, and/or vendor management changes Expanding the Quality Process to focus on systematic issues impacting performance, and include the capture of business intelligence Diagnosing, recommending, and implementing operational transformation efforts to significantly improve customer experience and operational excellence Focusing on quality process engineering and operational process transformation Functioning as thoughtful, key contributor to operational strategy discussions with product and LOB owners Willing to respond to unanticipated issues and constantly reprioritize based on business demands Building the operating model and playbook of best practices around improving performance and delivering a higher degree of predictability and customer care Evaluating situations, identifying gaps, recommending controls/products to achieve strategic objectives, and “tell the story” succinctly in order to gain support and champion change Leading operational changes through formal change management processes Qualifications & Skills Proven Contact Center leader with extensive performance improvement consulting background Successful experience evaluating internal customer care, sales and support processes and workflows and has clearly revamped/optimized/monetized processes Quality process re-engineering, customer satisfaction, and operational process transformation expertise Familiarity with CRM and analytical tools (i.e. Salesforce, Verint, Tableau, and other contact center systems) Entrepreneurial spirit with an ability to manage ambiguity while planning and syncing for results Six Sigma certification preferred Strong communication and influencing skills, experience working with cross-functional teams and global external partners Bachelor’s degree in business-related field or equivalent education and related training Benefits & Perks Medical, Dental & Vision benefits available the 1st month after hire Automatic enrollment into our 401k plan (subject to eligibility requirements) Virtual fitness classes offered company-wide Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time Employee discounts with major providers (i.e. wireless, gym, car rental, etc.) Philanthropic support with both local and national organizations Fun culture with company-wide contests and prizes