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Director, Contact Center Operations
BMI
Nashville, TN, United States
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POSITION SUMMARY: Responsible for directing the day-to-day technical and operational performance of the contact center and its interface with the Customer Relationship Management (CRM) platform. Core duties include providing architecture and design leadership, proficient configuration, system assessment for business needs, reporting and troubleshooting.
FUNCTIONS OF THE JOB:
Essential Functions: which may be representative but not all inclusive of those commonly associated with this position.
• Directs and executes the technical configuration for a blended calling environment, including, but not limited to, outbound campaigns, IVR’s, and system set-up for optimal performance.
• Assists with system architecture and data modeling design that best supports business needs, data management, and reporting requirements.
• Provides advanced troubleshooting and issues resolution; correcting issues for improved sustained performance.
• Directs and executes system testing, including, but not limited to, new development, new functionality, outages, system restarts.
• Contributes to business area assessment of the dialer, including, but not limited to, user needs analysis, cost/benefit analysis, and system design, with consideration to instituting best practices for the dialer and CRM.
• Communicates system updates, system health and any outstanding issues through contact center dashboards and reports (i.e., campaign updates, system performance, etc..).
• Facilitates problem solving with business leaders to align system enhancements or corrective actions with business interests and risk avoidance.
• Participates in additional computer/software training as necessary, including certifications as required.
• Other duties as assigned.
Supervisory Responsibilities:
Directly supervises departmental employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, directing and ensuring reliability of work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
POSITION QUALIFICATION REQUIREMENTS
Education: Bachelor’s degree in related field.
Experience:
• Minimum five years’ Solution/Technical/Business experience required including configuration, implementation, and troubleshooting experience in a large complex environment.
• Minimum three years’ Call Center Administration experience and CRM integration (Salesforce is a plus).
• Implementation of a VoIP Call Center solution preferred.
Skills and Abilities: which may be representative but not all inclusive of those commonly associated with this position.
• Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations.
• Experience with root cause analysis and determining both short-term and long term corrections to problems.
• Proven leadership skills with strong business acumen, critical thinking, ability to understand the “big-picture”, and data analysis skills.
• Comfortable in a consultative role with excellent communication skills, both verbal and written.
• Knowledge of SalesForce and Five9 preferred.
• Proficient in Microsoft Office Suite; SQL preferred.
License(s)/Certifications Required: None