Director of Contact Center Operations - Onsite
PosiGen
About PosiGen
PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace.
About the Role
The Director of Contact Center Operations is responsible for the day-to-day operational management of the Customer Care & Collections departments.
Responsibilities
- Set and manage goals for the Customer Care and Collections departments
- Track and measure KPIs and report on progress to senior management
- Analyze customer issues and identify root causes
- Develop, document, and implement process improvements
- Work with IT to identify and develop technology solutions
- Make recommendations for hiring, training, and development
- Ensure excellent customer service by reporting on performance
- Auditing of Care and Collections customer interactions
- Contribute to training curriculum
- Lead and manage functional projects
Requirements
- Salesforce Case Management
- Salesforce Reporting
- CCaaS
- customer service principles
- Collections business strategies
- process improvement
- project management
- communication
- Google Suite
- Analytics software