Call Center Director - Vaco : Job Details
Call Center Director
VacoJob Location : Columbus,OH, USA
Location: Hybrid - 4 days remote, 1 day onsite in Columbus, OH
About Us:We are committed to providing exceptional customer experiences by offering solutions that are reliable, efficient, and personalized. As a leader in the industry, we are seeking a highly skilled and motivated Call Center Director to manage a dynamic team of employees. This is a unique opportunity to lead a fast-paced, high-impact team that plays a critical role in our customer service operations.
Position Overview:The Call Center Director will oversee the day-to-day operations of a remote team of full-time employees (FTEs), ensuring all customer relations, troubleshooting, and inquiries are handled with the highest level of professionalism and efficiency. This role requires a strong leader with experience in call center management, a strategic mindset, and a deep understanding of remote team dynamics.
Key Responsibilities:- Lead, mentor, and motivate a team of call center agents.
- Provide ongoing coaching, performance feedback, and career development support to ensure team success.
- Monitor team performance metrics and address challenges to ensure productivity and customer satisfaction.
- Foster a positive, collaborative team culture to maintain high morale in a remote environment.
- Oversee daily operations, ensuring efficient handling of customer inquiries and issues.
- Develop and implement SOPs to improve workflow and customer satisfaction.
- Ensure compliance with company policies, SLAs, and guidelines.
- Analyze operational data to identify improvement opportunities.
- Ensure delivery of exceptional customer service using best practices.
- Handle escalated customer issues and complaints effectively.
- Collaborate with other departments to align customer service strategies with company goals.
- Set clear performance expectations and hold team members accountable.
- Use performance data to identify improvement areas and create action plans.
- Present reports on team performance, KPIs, and customer satisfaction to leadership.
- Oversee call center software and tools usage, ensuring efficiency.
- Coordinate with IT and HR to support remote work technologies.
- Bachelor's degree in Business, Communications, or related field (or equivalent experience).
- 7+ years in call center management, including 3+ years in leadership roles.
- Proven success managing large customer service teams.
- Strong leadership, coaching, and remote team management skills.
- Excellent communication, interpersonal, and problem-solving abilities.
- Ability to leverage performance data to drive improvements.
- Deep understanding of call center software and tools.
- Strong organizational skills and multitasking in a fast-paced environment.
- Experience managing remote teams and virtual team-building strategies.
- Knowledge of workforce management and scheduling software.
- Experience with change management and process improvements.
- Competitive salary and benefits.
- Flexible work environment.
- Career growth and professional development opportunities.
- Supportive team culture.
If you are a strategic thinker passionate about customer service and remote team management, we invite you to apply and join our innovative company dedicated to delivering exceptional customer experiences.
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