Director of Call Center Operations - Urgent Hire

Homefix is currently seeking a leader of our call center operations. This position requires an experienced and dynamic professional who can assume the role of Director of Call Center Operations. The successful candidate will be instrumental in helping to develop a modern call center, overseeing management of the call Center Operations Department.

Experience in a B2C, marketing to homeowners industry is required

Responsibilities

• The successful candidate will be instrumental in helping to develop a modern call center, overseeing management of the call Center Operations Department of a 40+ dedicated call center agents team within a union environment and 5 supervisors
• This position will also oversee quality assurance, agent training, workforce management and telephony applications
• The primary focus of this position is to optimize efficiency, enhance customer experience, and drive strategic initiatives to elevate the overall performance of the call center
• The Leader, Call Center Operations is responsible for ensuring an exemplary, frontline customer experience for our customers (members, providers, DDWI and brokers) that meets or exceeds SLA’s and metrics
• This position will routinely interface and partner strategically with internal stakeholders, external vendor partners to ensure that our customers receive a seamless and white glove experience in every transaction and that internal customers have current, comprehensive, and consistent information to support their customers
• The Leader, Call Center Operations works with internal partners to obtain, track, and manage meaningful data, and create efficient workflows
• Provide visionary leadership to the call center team, fostering a culture of excellence, innovation, and continuous improvement
• Collaborate with executive leadership to align call center strategies with overall business objectives

Qualifications

• Often seeks data and input from others to foresee possible unintended circumstances from decisions
• Excellent technical skills, including MS Office Suite, and the ability to learn new systems and software
• Strong business acumen & ability to think and execute responsibilities strategically
• Excellent time management and organization/planning skills
• Strong attention to detail and analytical orientation
• Ability to handle multiple priorities/tasks simultaneously and with composure
• Excellent judgment skills and ability to identify and execute business-based decisions
• Ability to handle and resolve stressful interactions with composure
• Excellent listening and communication skills, both verbal and written