Director of Operations-Contact Center at Spartanburg

Job Description

JOB DESCRIPTION
Division/ Department: Operations Location: CSS Spartanburg, SC Effective Date: 7/11/13 Job Title: Director of Operations, Contact Center

Salary Grade: 9 Hours per Week: 40 Reports to: VP of Contact Center Operations Position Type: Full-time Exemption Status: Exempt
JOB SUMMARY Responsible for the day-to -day operations of the contact center
JOB RESPONSIBILITIES

• Manage contact center results to meet expectations
• Oversee expansion of contact center
• Assess quality of operation and personnel
• Recruit, hire, train, discipline, evaluate and discharge employees
• Work with contact center team to ensure compliance with all Federal, State and Local Laws
• Design and implement audit processes to ensure compliance with all company policies and procedures
• Actively participate in Operation Reviews
• Manage employee performance to minimize turnover and maximize contact center results
• Resolve customer complaints in a timely manner
• Ensure security measures are fully understood and carried out by all employees
• Oversee calculation of bonuses/payroll
• Oversee collections with past due, NSF, and write offs
• Maintain proper working relationships with all corporate staff
• Communicate the value of the online channel to field operations (Advocate for new channel strategy)
• Anticipate and communicate impacts of the online & phone channels on field operations to senior leadership
• Adhere to all points of the Creed

Desired Characteristics

• An ability to work within the system, with a focus on continuous improvement
• An ability to convey the downstream impacts of high -level decisions to the online project leadership
• Strong communication skills, both with leadership and co-workers in the field
• Right answer wins mentality (collaborative decision maker)

Job Requirements

JOB REQUIREMENTS Equivalent Education Level Required: High school degree or equivalent.

Experience Required: Extensive work in the field at Advance America as an Center Manager, Area Manager, DDO, RDO. Strong, positive reputation with co-workers in the field Contact Center experience in a supervisory role

Knowledge Required: Understanding of Voice Network Technology Solutions and high tech call center experience required.

Physical Requirements: Basic work and travel demands

Travel: 20% plus

Attire: Business Professional as required by company policy
Country: USA, State: South Carolina, City: Spartanburg, Company: Advance America.