Senior Director

Sr Director Contact Center (Spanish Bilingual)   As the Sr Director of the contact center, you will be responsible for the strategic planning and execution of all call center operations. This role will be responsible for the day-to-day operations, interactions, and escalations. This role will manage and lead all processes to continuously improve customer experience and implement process changes with a tactical emphasis on Key Performance Indicators (KPIs), people, processes, quality, workforce planning, and systems. As the Sr Director of the contact center, success is measured by the organization's ability to provide high-quality services while meeting Service Level Targets, improving call performance, increasing resource use, and achieving metrics. You will actively contribute to the overall company operational targets as well as daily business decisions. This role continually leads and inspires the team to develop and document best practices in performing all duties and responsibilities.   CRITICAL SUCCESS BEHAVIORS:

• Manage budget. 
• Manage BPO partners and vendors. 
• Be cost-conscious and ensures that resources are managed as efficiently as possible while maximizing opportunities to reduce cost without compromising service.
• Achieve and maintain operational performance metrics across the program: service level, CSAT, AHT, interval management, abandonment rate, staffing utilization, hold time, and financial performance.
• Continually drives business improvements by bringing forward actionable insights.
• Maximize program productivity and performance.
• Proactive and efficient communications.
• Manage metrics-based reporting to monitor and manage operational performance and make data-driven decisions.
• Maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.
• Responsible for development and performance of Performance Managers, Training team, and QA team.
• Strong team collaborator with the ability to delegate and project manage.
   
   

QUALIFICATIONS:

• Fully bilingual Spanish and English. 
• Expert knowledge of call center metrics, call center operations, and how to drive performance.
• Measurable experience in managing and growing profitable accounts.
• Strong negotiation, interpersonal, written, and oral communications skills.
• Minimum 10 years of Call Center/Contact Center Leadership experience.
• Expert in PowerPoint, Excel and Outlook.
• Effective leadership and analytical skills, including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities.
• Experience successfully leading and coaching leadership individuals.
• Desire to motivate and foster a positive and motivating environment.
• Experience with project management and action planning.

 

About Harvard Partners Trusted IT Advisors:

Harvard Partners is a management consulting firm focused on helping companies more effectively leverage their IT investment. We engage with the C-Suite and Technology Team to help them better understand their IT infrastructure and process in order to align the technology strategy and organization to reach the firm's strategic business goals.Some of our practices include:
• Program/Project Management and "PMO as a Service"
• IT Assessments
• Business Continuity/Disaster Recovery
• Optimized Infrastructure
• Concierge Managed Services
• Data Center Strategy, Transformation, and Migration
• Cloud Management Programs
• Security Assessments and Remediation
• Staffing, technical & tacticalWorking with the client's staff, vendors, and consultants, we deliver supportive and collaborative engagements where direct dialog, simplified reporting, productive meetings, and clear responsibility and accountability encourage active participation resulting in consensus-based business outcomes.

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