Call Center Director

ITAC Solutions has teamed up with a financial institution in their search for a Call Center Director. This person will sit in the Birmingham, AL office. The ideal candidate will have experience managing people and strategic initiatives.

What you’ll be doing (duties of this position):

• Analyze departmental policies and procedures, make recommendations, and implement changes as needed.
• Analyze reporting around service levels, abandoned rate and teammate performance to make recommendations for improvement to the customer experience.
• Assist in developing an annual department forecast.
• Develop and implement a department staffing plan and evaluate employee performance.
• Assist Quality Analyst with developing and maintaining a program that focuses on first call resolution, best customer experience and collaboration with Experience Managers.
• Assist Training team with development and implementation of curriculum for new hire training and ongoing education.
• Assist Supervisors with a career development plan for employees.
• Measure department performance relative to goals and objectives by communicating goals and objectives to staff, preparing daily, weekly and/or monthly reports, and communicating progress to staff and management.
• Manage third-party vendor relationships.

What you’ll need to be considered (requirements):

• BA/BS Degree is required.
• Five to six (5-6) years of Call Center Management experience required.
• Proven ability to support a strong member/customer service culture.
• Excellent problem-solving and communication skills.
• Ability to develop and motivate leaders.
• Should be able to set, satisfy and exceed targets.