Call Center Director (Indianapolis, IN)

Call Center Director

The Call Center Director is responsible for strategic planning and execution of all call center operations including management and leadership processes for the continuous improvement of the customer experience (recruiting training programs capacity planning key performance indicators metrics analytics etc.). The Call Center Director also leads and manages a team of 4-6 managers to achieve call center and company goals. Minimum Qualifications Bachelor s degree or higher preferred. Minimum 6-10 years of Call Center Contact Center experience with at least 4 years of directly managing a contact or call center with a team of at least 25 people. Demonstrates effective leadership and analytical skills including working knowledge of financial statement analysis staffing models scheduling and telecom opportunities. Exceptional ability to develop and manage results-oriented recruiting and training programs. Measurable experience in managing and growing profitable satisfied accounts and or relevant account management experience. Demonstrates strong mentoring and relationship building skills with the ability to effectively manage groups and interpersonal conflict situations. Communicates pertinent program updates in a timely manner. Strong negotiation interpersonal written and oral communications skills including statistical report writing. Possesses an exceptional degree of technical proficiency and computer skills using Microsoft Suite including Outlook Word with advanced Excel skills (CRM experience preferred) etc. Demonstrates flexibility creativity and is tolerant of a fast-paced changing work environment. Occasional travel to clients or trade shows required. Join this growing company that is dedicated to providing the highest quality of customer service For consideration please e-mail your resume cover letter and salary requirement to HR(at)engagingsolutions.net Applicants must agree to a Background Check and Drug Screen