Director - Contact Center Operations in Clearwater, FL at PODS

Date Posted: 7/21/2021

Job Snapshot

Job Description

JOB SUMMARY

The Director of Operations in an integral team member responsible for the development and efficient functional operation of our contact center. This strategic role partners with Sales and Service leaders and subject matter experts to ensure continuous improvement of our customer and associate experience. Performance metrics include CSAT, phone and digital channel service levels, high conversion rates, staffing utilization, and financial performance. Additionally, this leader will be responsible for PMO of shared services, BPO operations and technology optimization.    

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Develops analytical models to monitor, report, and recommend short- and long-term staffing assumptions (contact volume, forecasting headcount requirements, shrinkage, attrition, department KPI’s, and forecast models)
  • Manages Contact Center technology software platform and contact/agent skill-based routing
  • Partner with customer facing departments to understand strategic direction of the company; translate knowledge into inputs for staffing assumption analysis as well as quality monitoring and improvement opportunities
  • Plan for long-term resource requirements and address projected staffing shortages to prevent drops in service levels while managing costs and associated budgets
  • Organizational leadership and oversight of team members responsible for day to day staff scheduling, Real Time Adherence (RTA) monitoring, forecasting, telecom/IVR adjustments, BPO operations and PMO execution.
  • Keeps abreast of all upcoming initiatives and activities that will impact contact volume such as training, holidays, marketing campaigns and customer notifications business changes that may impact quality service delivery
  • Administer the BPO relationship to include capacity staff planning, cost center and staffing reconciliation, and other required activities
  • Act as the point of contact for BPO leaders in order to help them understand the Company's strategies and priorities
  • Identify and manage process migrations to the BPO. Work closely with business leaders, training, and BPO partners to ensure timely and successful migration and certification of work
  • Oversight of implementation and ramp up for new BPO providers and/or additional locations for existing BPOs
  • Oversees Project Management programs related to contact center shared operations, technology, associates experience and communication development
  • Accountability for overall project success as assigned – including cost, schedule, quality, and scope management

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • Bachelor’s Degree Preferred, or an equivalent combination of education and experience may be considered
  • 10 years of overall experience in contact center technology and operations
  • 7+ years of supervisory or managerial experience
  • Project management experience required
  • Possess strong analytical skills to perform required duties
  • Or an equivalent combination of education, training or experience
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