Director of Customer Experience

CABLESOUTH MEDIA III LLC•Metairie, LA

8h•Onsite

About The Position

The Call Center Director will be responsible for building, leading and operating the Call Center. This role requires a strategic thinker with a strong background in call center operations, customer service, and team leadership. The ideal candidate will have the expertise to design and implement processes, recruit and train staff, and ensure the smoother operation of the call center in alignment with company goals.

Requirements

7-10 years of experience in call center management or a related field.
Proven track record of building and managing departments or teams from the ground up.
Proven track record of meeting organizational goals.
A strong understanding of the telecom or rural fiber market.
Excellent communication and interpersonal skills with the ability to build strong relationships with customers, partners, and employees.
Strong leadership and team management skills.
Strong analytical skills and the ability to track and report on key performance metrics.
Deep understanding of customer service platforms, and relevant technologies.
Excellent organizational and project management abilities.
Must be willing to wear multiple hats and take a hands-on approach to direction.
Agile and adaptable.
Must be well organized, process/quality driven, and good at managing deadlines.
A passion for rural development and a commitment to bridging the digital divide.

Nice To Haves

Relevant industry certifications (e.g. Certified Call Center Manager) are a plus.

Responsibilities

Lead the design, development, and implementation of the Call Center.
Develop policies, procedures and workflows, and select technology platforms for call center operations, and create a scalable structure to support future growth.
Recruit, hire, and train a high-performing team; provide ongoing leadership, mentorship, and performance management to ensure success; and foster a positive and productive work environment that encourages teamwork and professional development.
Oversee daily operations of the Call Center to ensure efficiency and effectiveness; monitor key performance indicators (KPIs) to evaluate call center performance and identify areas for improvement; ensure compliance with all relevant regulations, company policies, and industry standards.
Develop and execute a strategic plan for the Call Center that aligns with the company’s overall objectives; identify opportunities for process improvements and cost efficiencies; collaborate with other functions to ensure seamless integration of customer service operations.
Serve as primary point of contact for all matters related to call center operations; provide regular updates and reports to senior management on performance, challenges and opportunities; liaise with external vendors and partners to negotiate contracts and ensure high-quality service delivery.
Other duties as assigned.