Openings >> Sr. Director of Operations/Call Center
Sr. Director of Operations/Call Center
Title:Sr. Director of Operations/Call Center
Department:Call Center
Location:Boca Raton, FL
Primary Responsibilities:
Experienced operation leader who has generated significant impact through the strategic and tactical direction of both full range of call center services, including B2C inbound and outbound call centers. This position will direct and develop manager and director-level department heads in the call center (ECS Advising, Live Chat, Lead Verification teams as well as performance measurements). This position will report directly to the EVP Lines of Business, New Markets and School Operations.
Primary Responsibilities:                                                                                         
  • Strategic planning and execution to enhance profitability, productivity and efficiency throughout the company’s operations
  • Develops and directs the management of the Customer Call Center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through promotional programs and improved employee product knowledge and training. Implements processes and systems that will generate higher productivity and revenues
  • Interacts regularly with executive team and individual department heads to ensure that operational priorities are aligned with total company direction
  • Translates goals of lines of business into tangible objectives and outcomes for teams in the call and contact centers
  • Work closely with Media to ensure optimization efficiency and metrics/goals are established for overall campaign effectiveness
  • Continually investigates and introduces process improvement measures and recommendations
  • Manage team through metrics and performance objectives
  • Participates in vendor negotiations to ensure product relevance and cost-efficiency Ensures policies and procedures are standardized and adopted
  • Setting departmental goals/metrics are in line to be met or exceeded each cycle
  • Other duties as needed
  • Improve operational workflows
  • Improve and enhance applications/tools/technology
  • Establish work task force for special projects budgeted for expansion of the call center
  • Works cross functionally within Education Dynamics as a resource to identify and share knowledge to innovate new business opportunities
  • Transform culture and team effectiveness to be more innovative and support career development of associates
Education & Experience:
  • Related Bachelor’s degree, MBA or Master’s degree preferred
  • Seven to ten years of related experience in a call center environment
  • Proven experience in examining and re-engineering operations and procedures, formulating policy and developing and implementing new strategies and procedures
  • Ability to make administrative and procedural decisions and judgments
  • Ability to foster a cooperative work environment
  • Ability to plan, develop and coordinate multiple projects
  • Skill in budget preparation and fiscal management
  • Conflict resolution and/or mediation skills
  • Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community  
  • Conducts self professionally and with integrity
  • Experience working within regulated industry
  • Must be able to be flexible to adapt to business and industry changes
  • Must be a self-starter that seeks highest levels of achievement for self and team
  • Must be able to take direction from direct line manager and other executive managers

This opening is closed and is no longer accepting applications
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