Director - Call Center
- Regina, SK, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- 5+ years of leadership experience in a call center or contact center environment.
- Posting language
- English
- Posted
Original job description
Description
We are seeking an experienced Director of Operations to lead and grow our call center operations. This role is responsible for building, managing, and developing high-performing teams while overseeing both inbound and outbound call center functions.
Key Responsibilities
Lead and manage all inbound and outbound call center operations. Recruit, train, coach, and develop managers, supervisors, and agents. Build a strong performance-driven culture focused on customer satisfaction and results. Monitor and improve key metrics such as service levels, quality, productivity, conversion rates, and customer satisfaction. Develop workforce plans, schedules, and operational processes to support business growth. Handle escalated customer and operational issues. Prepare regular performance reports and recommendations for senior management. Ensure compliance with company policies and industry standards.
Qualifications
5+ years of leadership experience in a call center or contact center environment. Proven experience managing large teams and multiple departments. Strong understanding of inbound customer service and outbound sales/campaign operations. Excellent leadership, communication, and problem-solving skills. Experience with CRM systems, workforce management tools, and performance reporting.
More about this job
Responsibilities
The Director of Operations at FOCZ Business Services will lead all call center operations, hire and develop managers and agents, and track service and sales metrics. They will also handle escalations, plan workforce schedules and report results to senior management.
Requirements
Candidates need 5+ years of leadership experience in a call center or contact center, including managing large teams across several departments. Strong knowledge of inbound service and outbound sales, plus CRM and workforce management tool experience, is required.
Skills
- CRM systems
- Workforce management tools
- Performance reporting
- Call center operations
- Inbound customer service
- Team leadership
- Staff recruitment and coaching
- Workforce planning and scheduling
- Service level and KPI monitoring
- Escalation handling
- Compliance management
- Communication
- Problem solving
Categories
- Customer Service & Support
- Management & Leadership
- Sales
- Consulting
Keywords
- call center director
- contact center management
- operations director
- inbound call center
- outbound call center
- workforce management
- customer service leadership
- CRM
- performance reporting
- team development
- service levels
- call center operations
- sales campaign management
- KPI management
- staff training
- escalation management
Tools
- CRM systems
- Workforce management tools
- Performance reporting tools
Languages
- English
Seniority
Manager