Contact Center Director

Long Home Products has an opening for an experienced Contact Center Director to join our Corporate team in Savage MD!

The Contact Center Director leads day-to-day contact center operations – inbound and outbound. The Contact Center Director is responsible for the management and development of Contact Center managers and supervisors.  The Director is responsible for the implementation of all operational strategy ensuring that performance, culture and processes are aligned with corporate objectives.  This person must be willing and able to roll-up their sleeves when needed to ensure a high-level of execution and customer satisfaction.

Key Duties and Responsibilities:

Lead contact center operations to reach goals/objectives through ongoing review of performance and developing strategies.  Continuous Improvement mindset. Provide strong, dynamic leadership that mentors, develops and guides team members to efficiently leverage the value of every lead.

Analyze lead flow from top of funnel – identifying trends with lead sources that will improve lead source set rate.  Constantly analyze metrics and trends. Provide guidelines/best practices for maintaining a competitive edge and identifying opportunities to improve the customer experience.

Deliver results against the annual operational budget, as determined by the Executive Team.   Assist with hiring.

Develop effective organization of Call Center, including: efficient recruiting, training, coaching, and analyzing performance standards.

Ensure agent training programs are successfully implemented, reviewed, and updated  quarterly to stay relevant.

Provide feedback related to Contact Center data and performance to Executive level management.

Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and peer feedback

Address any customer issues that require escalation.

Motivate team members to reach goals. Manage metrics, performance criteria and policies and procedures.

Assist in developing and implementing future Contact Center vision and strategy.  Evaluate current software and suggest new software that will improve the performance of the contact center.

Build and foster a culture of teamwork between Marketing and Sales with the Branch Managers and Sales Managers, ensuring corporate objectives are being met and communicated.

Completes required trainings requested by HR and Management.

Other duties and responsibilities as assigned.

Qualifications:

Extremely detail oriented

Hands-on team player – not afraid to ‘roll-up their sleeves’ and take on day-to-day tasks, providing additional support where necessary

Strong leadership skills

Ability to evaluate and develop talent

Ability to think analytically and strategically

Strong presentation skills

Exceptional interpersonal & communication skills

Strong supervisory experience including staff development

Demonstrated ability to drive sales through the actions of others

Understanding of call center tools and technology used to manage KPIs and SLAs

Possess effective conflict resolution skills (both customer and agent conflict)

Education/Experience:

Bachelor’s degree is required.

Minimum of 10 years of contact center experience; with a minimum of 5 years of management experience.

Proven experience in customer service.

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Apply today and learn about your successful future as a team member of Long Home Products.

Long Home Products is an Equal Opportunity Employer and considers all qualified applicants regardless of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law.

Full and part time opportunities available. Medical, Dental, Vision available for full time employees