Director of Contact Center Operations

The Director of Contact Center Operations will oversee Rush Truck Center Parts Call Centers nationally with the goal of optimization of sales, G/P, and resources used in customer communications and inside sales of parts. Utilization of available technologies to maximize the quality of the “Customer Experience” when communicating with RushCare Rapid Parts.

Rush Enterprises, Inc. opens the door to the world of opportunity. We are a part of the largest network of commercial vehicle dealerships in North America representing truck and trailer manufacturers. Our franchises include Peterbilt, International, Hino, Isuzu, Ford, IC Bus and Blue Bird. We offer a rewarding career as a leader in the transportation industry. Grow with us as we continue to expand our network of locations and services.

Responsibilities:

• Oversees the ongoing performance of RushCare Rapid Parts Call Centers, nationwide.
• Coordination with Five9, Rush IT, Regional General Managers, & Individual Branch Managers
• Lead team of RushCare agents including Parts Concierge
• Coordinate and facilitate outbound parts/service sales efforts. Lead projects as required to achieve business objectives and goals.
• Enhance Rush SOP for Call Centers and inside sales process.
• Coordinate, through 'Regional Contact Center Sales Managers', the achievement of 'Best Practices' to maximize efficiencies in the operations of the call center.
• Establish process and sales training curriculums for supervisors and agents to ensure success.

Education and/or Experience

• Bachelor’s degree from four-year college or university preferred
• Minimum 5 years experience in national parts accounts strategic development in a regional call center structure
• Understanding of business development from planning to implementation; or equivalent experience and/or education

Other Skills and Abilities Required

• Communicate corporate, divisional, regional and/or district mission, goals and activities to sales team.
• Maintain the reporting processes to enable us to assess the performance and overall effectiveness of all Centers, as well as individual agents.
• Monitor Monthly Scorecard performance
• Troubleshoot systems issues when they arise, including the changing [Adding/Deleting] of agents in Centers.
• Standardize commissioned pay plans for call center agents ensuring consistency across the network

Benefits

• We offer exceptional compensation and benefits, 401K and stock purchase, incentives for performance, training, and opportunity for advancement - all in a culture that appreciates and rewards excellence, a positive attitude and integrity.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

This job posting does not state or imply that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties requested by their leader.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• New Braunfels, TX: Relocate before starting work (Required)

Work Location: In person