Contact Center Director

DMI • Sharonville, OH

1d • Onsite

About The Position

DMI, LLC is seeking a Contact Center Director to join our Managed Services team. Our Contact Center Director will be responsible for ensuring the DMI contact center always operates effectively and efficiently. They must ensure that the contact center maintains a high customer satisfaction and quality assurance scores, and this candidate must have the ability to maintain a positive, professional attitude with customers and employees.
The Contact Center Director is responsible for managing scheduling, leading their team of service desk agents, as well as overseeing strategies for inbound contacts, outbound contacts, and ticket management. The ideal candidate must be capable of using contact center platform tools, as well as possess the ability to forecast volumes and compose a functional workforce management plan. This role is accountable to achieving contact center service level agreements (SLAs), and they must take proactive and reactive steps to improve SLA achievement as needed.
The Contact Center Director must have strong interpersonal, communication, and leadership skills, as well as be able to use basic computer programs such as the Microsoft Office suite. Demonstrated customer service and employee management skills are required.

Requirements

• 5 years’ experience in an IT or Call Center leadership role developing strategies to optimize contact center operations.
• Experience managing, developing, and holding employees accountable to goals.
• Regular and reliable attendance.
• Ability to work overtime to complete projects.
• Strong attention to detail and organizational skills.
• Multitasking skills and ability to keep up in a fast-paced work environment.
• The ability to utilize critical thinking to complete tasks.
• Ability to be flexible in scheduling to meet business needs.
• Exhibits strong customer focus and the desire and ability to lead by example to provide excellent customer satisfaction.
• Outstanding verbal, written and speaking skills
• Effective listening skills: demonstrated ability to handle difficult client situations to ensure resolution and client satisfaction.
• Advanced problem solving and critical thinking skills.
• Ability to prioritize multiple demands to provide maximum service level to all customer.
• Comfortable working in a fast-paced, dynamic environment.
• Successful completion of a Fingerprint background investigation.
• Must be a U.S. Citizen
• No Physical requirement needed for this position.

Responsibilities

• Develop a culture focused on delivering a world class customer experience and that fosters employee engagement.
• Analyze call center data to improve processes, forecast volumes, ensure resources are properly allocated and maximize efficiency and customer satisfaction. Develop and implement a workforce management plan to ensure all SLAs are achieved.
• Research customer escalations, provide root cause analysis, and respond to emails from account management or customers.
• Maintain high employee satisfaction scores and reduce employee voluntary attrition.
• Utilize management team to delegate assignments to meet objectives.
• Develop the skills of employees within the contact center and grow a bench of leaders to scale the business with growth.
• Conduct monthly 1:1s with direct reports.
• Lead daily manager team meetings.
• Provide daily, weekly, monthly reporting to Executive Leaders.
• Host weekly and monthly operations reviews with Executive Leaders.
• Develop and execute daily, weekly, and monthly communications to the Contact Center.
• Lead employee engagement activities and instill DMI’s culture within the contact center.
• Ensure agents are achieving desired performance levels and take corrective action to improve underperforming agents.
• Manage corrective action process for bad behavior including tardiness, excessive absences, & violations of the employee handbook.

Benefits

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed