Director of Call Center

Learning By Grace, Inc. is the fastest growing provider of online Christian educational programs.


The Director of Call Center is responsible for working to improve the quality of call center customer service through effective programs that build greater customer satisfaction, loyalty and retention. Specific activities include administration of all customer quality assurance programs; assessment of all internal call handling processes to effectively meet or improve CRC productivity; monitoring and developing reports on operational performance metrics and taking steps to remediate issues that impact attainment of goals; managing staff resources to ensure call center technology equipment is functioning as designed; coordinating performance improvement or new call center initiatives; and collaborating with CEO and peers to document and institutionalize best practices.


Demonstrated experience in budgeting, call forecasting, scheduling, telecom/operating systems, facilities, long term planning, adherence, daily operations and extensive in-depth departmental Sales/Service performance analysis.


Learning By Grace, Inc. offers a competitive compensation and benefits package. Base salary commensurate with experience plus generous bonus structure based on achievement of metrics.


Send email to [Click here for email] for immediate consideration.


Job location is Philadelphia (Manayunk), PA
REQUIREMENTS
• The successful candidate will have at least five years experience managing in a highly dynamic multi-faceted call center environment.
• Progressively more responsible roles with proven ability to manage diverse teams essential.
• Proficiency in all facets of call center operations. Must have a thorough knowledge of the operational components related to running a call center including all of the infrastructure technologies, processes, procedures and call handling tools.
• Highly developed analytical skills and proven ability to absorb, analyze and perform analysis using complex databases.
• Ability to work effectively in a matrixed organization and to establish and manage effective relationships at all levels.
• Excellent project management, written, oral and presentation skills.