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SalaryOverview:
The Call Center Associate Director’s success is measured by Prodapt’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Responsibilities:
The Call Center Associate Director (CCAD) is responsible for the strategic planning and execution of customer operations by team members in our Richardson office. In this role, the CCAD will execute the vision for the operation ensuring the Call Center meets customer and organization needs. The successful CCAD is continually engaged in leading and inspiring their team.
The Call Center Associate Director’s success is measured by Prodapt’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.
- Provide strong, dynamic leadership that mentors, develops, and guides team members.
- Core duties include management and leadership of processes for the continuous improvement of the customer experience.
- Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training.
- Present WBR, MBR, QBR with customer, be able to calibrate, brainstorm and discuss on the potential opportunities.
- Identify new opportunities for growth and improvement. Lead change management efforts to ensure seamless operations. Support multi-channel delivery projects and adapt strategies to meet evolving business needs.
- Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance.
- A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
- Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
- Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction.
- Manage and expand client and coworker relationships.
- Find and support closure of new revenue opportunities within the existing client base.
- Ensure compliance with regulatory agency guidelines and standards.
- 10+ years of experience working in a leadership within a Call Center environment.
- Bachelor’s degree desired
- Strong analytical thinking and problem-solving abilities, with an ability to adapt and work in a fast-paced environment.
- Strong customer service orientation, initiative, and developing others capabilities.
