Site Director - Call Center Operations

Duties and Responsibilities:

• Determines call center operational strategies with regards to Dispatch Services by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops dispatch systems by developing customer interaction and voice response systems, and executing user acceptance test plans related to our dispatch systems.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
• Maintains and improves dispatch call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes dispatch staffing objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets dispatch call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Designs and prepares dispatch call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; and reviewing professional publications.
• Accomplishes dispatch cost goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Accomplishes claims organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Establishes Soft Skill and Leadership training for Exempt staff
• Develops Call Center Management and holds them accountable to performance metrics, staff development, and Goal setting and achieving

Education and Work Experience:

• 10 plus years of Call Center Management Experience
• College degree preferred

Knowledge and Skills:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Must maintain the highest level of confidentiality at all times.
• Ability to communicate effectively (verbal and written)
• Excellent interpersonal skills
• Proficient computer skills: must have working knowledge of Excel and Word,
• Ability to multi-task, follow up, and meet deadlines
• Strong attention to detail
• Ability to identify discrepancies and take initiative to research variances and correct

• Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Hours Required:

40 plus hours weekly

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs.  The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The usual environment is in a business office with a noise level in the work environment that is usually moderate.  

This job description reflects management's assignment of essential functions and may be subject to change at any time due to reasonable accommodation or other reasons.

**NSD maintains a drug-free workplace and performs pre-employment substance abuse testing.

Nation Safe Drivers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, marital status, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.