Director Of Contact Center Operations

Director – Contact Center Operations

DH Pace Company, Inc. will hire an experienced Call Center Director to manage the consolidation of multiple Contact Centers to three or four large Contact Centers located across the US. This leadership position will handle all aspects of DH Pace Call Center operations, including people, process, systems, quality, and meeting Key Performance Indicator targets (“KPI’s”) within the approved budget and consistent with company directives and objectives. This role will ensure best-in-class standards for customer service and call quality through proper staffing, training, and motivation of personnel. This role must work seamlessly with other operational teams and leaders facilitating a high level of communication to ensure the highest levels of customer satisfaction and achievement of company operating objectives.

• GROWING COMPANY:
  • Privately owned over 95 years with 50+ locations in 24 States and company-wide 2023 Sales $1 billion. Distribution, construction, and service organization that offers customers a complete range of door and door related products, including commercial security integration.
• STABILITY AND SECURITY:
  • Medical, dental, and vision options: Available on the 1st day of the month following your start date!
  • Generous Paid Time Off plan
  • Paid Holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
  • Floating Holidays: Up to 2 floating holidays per year
  • Competitive compensation: Including annual performance evaluations
  • 401k retirement plan: Including an employer match
  • Company paid: Life insurance, short-term disability, & long-term disability and more
• OFFICE LOCATION: 1901 E. 119th St., Olathe, KS 66061; Position is Based in Kansas City and will travel as required

POSITION OVERVIEW:

• Ensure efficient and effective daily Contact Center Operations that provide a high level of customer service and satisfaction consistent with approved budgets and company directives and objectives.
• Develop best-in-class staffing of the company-wide call center teams through effective hiring, training, coaching, and performance evaluation while fostering a cooperative and harmonious working climate conducive to maximize employee morale and productivity.
• Analyze call center data and reports to identify trends, forecast call volumes, determine resource needs, and ensure proper scheduling throughout the company.
• Establish performance metrics that align with the company’s objectives, achieve intraday, daily, weekly, and monthly SLA targets, and monitor service quality, call quality, and team performance to achieve best-in-class customer satisfaction.
• Develop and implement call center operational strategies and incorporate technology solutions to increase efficiency and customer satisfaction.
• Establish and maintain effective methods of communication and coordination with the operating divisions and other company departments to meet company objectives as well as handle complex customer/client complaints or inquiries.
• Manage day-to-day call Center Operations ensuring daily and other periodic activities are completed as planned while being proficient at call taker responsibilities including call taking, call routing, and booking of service calls or sales leads.
• Ensure all HR tasks relating to onboarding, performance, and employee relations matters are completed timely, thoroughly, and accurately.

QUALIFICATIONS:

• Bachelor’s degree preferred and a minimum of five (5) years’ Customer care/Call Center related experience/training required or equivalent combination of education and experience.
• Previous experience with telephony systems and software required.
• Proficiency in MS Office and ERP/CRM systems.
• Multi-Site management preferred.
• Excellent time management skills, ability to multi-task and prioritize work with the ability to solve practical problems and deal with a variety of concrete variables in situations where limited standardization may exist.
• Must be regularly available and willing to work and travel as necessary to meet business needs.
• Successful completion of references, employment verifications, background check, and drug screen required in advance of hire; must have valid driver’s license and a good driving record.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)