Now Hiring - Go-Forth Pest Control - Management And Consulting Call Center Operations Director in Greensboro, NC

We are looking for a skilled Call Center Operations Director to manage daily operations and personnel, aiming for effectiveness, collaboration, and integrating with other departments and systems. This position will ensure that technology is utilized to a maximum effectiveness and that staff are well-organized and productive. The call Center Operations Director must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the big picture, make improvements, and focus on the growth of the department and organization. As the Call Center Operations Director, you must also have excellent customer service and communication skills.

Responsibilities

• Develop objectives for the call center's day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Develop, collect, and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
• Assume responsibility of budgeting and tracking expenses, and maintain KPIs.
• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
• Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes.
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Evaluate and improve performance with key metrics (accuracy, call-waiting time, etc.). Coaches, counsels, and disciplines employees.
• Prepare reports for different departments or upper management.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results.

First and foremost your core values should align with ours:

• Aim for Delight - We say yes to customers & each other. We love to service. WWCFAD
• Be Professional - Be an elite professional that customers & employees want to work with. Take pride in how you appear & act. Be on time, attentive, & enthusiastic. WWCFAD
• Fight for Simplicity - Keep it simple & consistent. Focus on how things should be done every time.
• Own it - Own the entire process through the final outcome. Your customers & teammates rely on you to follow through on all the details.
• Show Grit - Overcome obstacles & persevere with passion.
• GROW! - Growth is our purpose. Growing as people & growing our business.

Requirements and Skills

• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with a problem-solving ability.
• Positive and patient.

Education & Experience

• Minimum of 5 years of call center management experience.
• Bachelor's Degree in Management or equivalent education and experience.
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.

Location

Go-Forth Pest Control offers services throughout regions of North Carolina, South Carolina, and Virginia. The main office is located in Greensboro, NC.