Call Center Operations Director

hace 17 horas


Guaynabo, Guaynabo, Puerto Rico Fulcro Talent Acquisition A tiempo completo

About Fulcro Talent Acquisition At Fulcro Talent Acquisition, we specialize in connecting highly skilled professionals with exceptional opportunities.
Our mission is to bridge the gap between exceptional talent and the organizations that need it, fostering growth and success for both parties.
Whether you are a company seeking C-level candidates or a professional looking to take the next step in your career, Fulcro Talent Acquisition is your trusted partner in your professional search process.
Our comprehensive approach ensures that every match we make is a perfect fit, driving innovation and excellence across all industries.
Experience the difference with Fulcro Talent Acquisition, where potential meets opportunity.

Job Summary

The Call Center Operations Director is responsible for overseeing and managing the day-to-day operations of the call center, ensuring that customer service standards are consistently met, and that the team operates efficiently.

Key Responsibilities:
  • Team Management & Leadership: Recruit, hire, train, and onboard call center agents. Provide ongoing coaching, mentorship, and performance feedback to agents and supervisors.
  • Customer Service & Escalation Management: Ensure that the call center meets customer service standards, including response times, resolution rates, and customer satisfaction. Handle complex or escalated customer issues and complaints professionally and effectively.
  • Performance Monitoring & Reporting: Monitor key performance indicators (KPIs) for call center operations such as call volume, average handle time, first call resolution, and customer satisfaction scores.
  • Process Improvement & Optimization: Continuously assess and improve call center processes, workflows, and technologies to increase efficiency and enhance customer satisfaction.
  • Scheduling & Staffing: Oversee staffing levels, ensuring adequate coverage for call center operations based on demand forecasts. Manage agent schedules, ensuring adherence to breaks, shifts, and service level agreements (SLAs).
Requirements:

We are seeking a seasoned leader with 8+ years of experience in call center operations, with at least 4-5 years in a leadership or management role. The ideal candidate will have strong leadership and team management skills, excellent communication and interpersonal skills, and in-depth knowledge of call center metrics, performance management, and customer service best practices.

A Bachelor's degree in Business, Management, or a related field is required. Relevant certifications (e.g., Call Center Management) are a plus. Proficient in using call center management software, CRM systems, and Microsoft Office tools (Excel, Word, etc.). Problem-solving and conflict resolution skills. Knowledge of relevant industry regulations and compliance standards.

Salary

$120,000 - $180,000 per year.



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