Director of Contact Center Operations

$100,000 - $150,000/Yr

Proforce Pest Control - Boca Raton, FL

Full-time - Senior

Boca Raton, FL

11-50 employees

About the position

The Director of Contact Center Operations at ProForce Pest Control is a pivotal role responsible for building and managing a new internal contact center. This position involves developing operational processes, establishing procedures, and overseeing the training and hiring of staff. The director will collaborate with various departments to ensure efficient operations and contribute to the strategic planning of the contact center, all while fostering a positive work environment.

Responsibilities

• Design and implement operational processes and workflows for the contact center.
• Establish and document procedures to ensure efficient and effective operations.
• Continuously review and improve processes for better performance and customer satisfaction.
• Work closely with HR to develop job descriptions, recruitment strategies, and onboarding processes for contact center staff.
• Collaborate with the IT department to ensure the successful implementation of technology solutions.
• Coordinate with other departments to ensure smooth inter-departmental workflows.
• Participate in the evaluation and selection of contact center technology solutions.
• Assist in the implementation and integration of technology systems to support contact center operations.
• Ensure staff are trained on new systems and technologies.
• Recruit, train, and manage a team of contact center agents and supervisors.
• Provide hands-on support, guidance, and mentorship to the contact center team.
• Foster a positive and productive work environment.
• Develop and implement comprehensive training programs for contact center staff.
• Ensure continuous training and development to maintain high levels of service quality.
• Monitor and evaluate training effectiveness and make improvements as needed.
• Set performance goals and standards for the contact center team.
• Monitor and analyze performance metrics to ensure targets are met.
• Implement performance improvement plans and provide feedback and coaching to staff.
• Contribute to the strategic planning of contact center operations aligned with business goals.
• Develop and manage the contact center budget.
• Identify opportunities for operational improvements and cost savings.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Proven experience in contact center management and operations.
• Strong leadership and team management skills.
• Excellent organizational and project management abilities.
• Experience in developing and implementing operational processes and procedures.
• Strong collaboration and communication skills.
• Hands-on approach with a proactive and problem-solving mindset.

Nice-to-haves

• Master's degree in Business Administration or a related field.
• Experience in the pest control or service industry.
• Knowledge of contact center technologies and best practices.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• Life insurance