Call Center Director

Summary/Objective

Manages the day-to-day operations of the call center encompassing several divisions. SunLync support team, JK Parts/Sales call center, JK Customer Service call center, and the JK Bed Customer Support call center. Responsible for the creation and management of their procedures and interactions with the end users and internal support, development, and sales departments, while ensuring work is handled in accordance with priority and urgency to keep the customers involved and updated regarding their respective issues.

Essential Functions:

• Drive down tickets per agent through proactive maintenance, policy & change management, standard procedures, and identifying areas for improvement.
• Coordinate regularly scheduled conference calls with external customers to work through current issues. Resolve high profile customer complaints and involve management of other departments where applicable.
• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
• Guide, mentor, provide training and growth opportunities to employees and direct their focus accordingly to ensure execution and completion of assigned tasks.
• Regular communication through reporting regarding open tickets, closure issues, survey, call times to department managers and executive team.
• Coordinate and oversee migration of tools utilized in the day-to-day operations of the teams.
• Oversee and continuously improve processes for the support teams in terms of communication with other internal areas such as development and sales.
• Work with Human Resources on personnel matters, such as hiring, coaching, counseling, and terminations.
• Oversee training of staff through department team leaders for soft skills, as well as technical approaches to problems.
• Create and monitor KPIs for department.
• Perform milestones checks of KPIs, goals, set for the annual performance review for department.
• Attending trade shows if needed.
• Work to ensure that each team has proper tools and resources to perform their jobs effectively, and that employees are well versed in their use and efficient operation.

Required Skills/Abilities

• Excellent coaching skills with the ability to evaluate performance and provide regular feedback to staff.
• Strategic planning abilities
• Ability to create standard operating procedures and to adjust where necessary.
• Highly competent in the configuration and use of tools and resources utilized by various departments.
• Communicate effectively, set appropriate expectations with customers and internal staff, conduct follow-up, and thoroughly document all communications in accordance with company policy and procedures.
• This person must have demonstrated the ability to act and learn on his/her own initiative and lead objectives without day-to-day supervision, work well under pressure, make key decisions, to lead and resolve conflict, and motivate others.
• Demonstrated ability to use advanced PC operating systems and applications, including Microsoft, and familiarity with MySQL, Microsoft SQL, etc.
• Exceptionally competent in customer service and satisfaction, engaging with both customers and employees to achieve exemplary positive customer outcomes and holding employees accountable for the same.
• Must be knowledgeable and able to integrate updated call center Tech stack with programs including SalesForce, Five9, and analyze/implement additional tech enhancements using Artificial Intelligence.

Effective Time Management

• The specific tasks and duties as outlined in the current job description will be completed within the established time frames.

Ethical Standards of Profession

• Employees will be required to act in a manner that is accordance with current ethical standards and promotes a positive public image for the organization and the profession. In addition, actions will be in accordance with the established legal aspects of professional standards and JK Products and Services policies and procedures.

Effective Communication

• Employees will respond to both internal and external customers by returning phone calls, checking e-mails, responding to requests and working collaboratively with other departments. Communicate in a manner that is clear, concise and facilitates organizational goals. Communication will be accomplished in a timely manner and will ensure that all parties have a firm understanding of the message(s) being communicated.

Customer (client, internal, external) Satisfaction

• The employee recognizes customer satisfaction as a priority and has made ongoing efforts to assist both internal and external customers in a courteous and professional manner.
• Monitor customer satisfaction through our survey.

Compliance with Policy

• Employee has knowledge of and is in full compliance with all agency policies and procedures (Example: Employee Handbook and all operational and or departmental policies and procedures)

Physical Requirements:

• Remain in the seated position for long periods of time.
• Occasionally required to walk or stand.
• Some bending, lifting, stooping, and stretching.
• Normal range of hearing and eyesight
• Eye-hand coordination and manual dexterity
• Oral and written communication

• Must be able to perform the essential functions of the job with or without reasonable accommodations.