Associate Director - Contact Center
About The Position
The Associate Director of the Contact Center oversees the day-to-day operations of the Ancora Contact Center to ensure quality service delivery and to maximize revenue and profitability. This role supports Campus Operations by providing operational oversight and tactical leadership to the team. The Associate Director assists in driving the overall execution of Contact Center strategies to ensure efficient delivery of optimal service while maintaining a world-class service delivery platform. By analyzing trends and reports, they identify efficiencies and training needs to ensure that contact center metrics are met or exceeded on a monthly, quarterly, and yearly basis.
Requirements
- BACHELOR'S DEGREE OR EQUIVALENT WORK EXPERIENCE IN BUSINESS OR RELATED FIELD
- 1+ YEARS OF EXPERIENCE LEADING CALL CENTER OPERATIONS OR RELATED FIELD IN A SUPERVISORY CAPACITY
Nice To Haves
- 3+ YEARS OF EXPERIENCE LEADING CALL CENTER OPERATIONS
- EXPERIENCE IN THE POST-SECONDARY EDUCATION INDUSTRY
- EXPERIENCE MANAGING MEDIUM TO LARGE TEAMS WITH A MIXTURE OF SALARIED AND HOURLY EMPLOYEES
- EXPERIENCE IN SALES AND/OR STUDENT RECRUITMENT
Responsibilities
- Directs the Ancora Contact Center Team
- Supports the Execution of Strategic Vision
- Achieves Targets Against Key Performance Indicators (KPIs)
- Leads and Develops Others
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
