Lead the execution of strategic and operational plans. This includes driving improvement in customer satisfaction, employee development and retention, and productivity for front office (call center) and back office (off line) functions. Ensure that service goals are consistently met in a primarily inbound Contact Center that does some outbound calling. Set the tone for culture, performance, and reputation with a host of key internal and external constituencies. Interact with leadership to establish best operational practices. Execute the vision for and operations of a consolidated call center while supporting the Stericycle service strategy. Assist and manage expense budgets annually and tactically.
•Direct all operations activities within the Contact Center hiring, training, oversight and improvement of key performance indicators, management of call center software, performance monitoring, agent and Supervisor development and mentoring, and post call customer satisfaction surveys. Responsible for the establishment of and compliance with standard practices and processes across the call center. Also responsible for implementing best operations practices and process improvement.
•Track and analyze Contact Center performance versus service goals; issue regular reports to senior management and business unit customers of performance versus goals and recommended actions. Accountable for call center quality, including assurance activities, across the call centers.
•Develop and maintain strong relationships with internal business unit customers, whose services provided through the Call Center, conduct regular performance reviews with each business unit and channel customer feedback on a regular basis to improve sales and service. Responsible for the development of and compliance with key performance indicators with the organizational partners.
•Provide strategic planning for the call center, create buy-in among the staff, and implement process and system improvements. Serve as a liaison between senior leadership and the call center to cascade organizational strategies and goals to the call center. Responsible for supporting the call center in the attainment of key performance indicators metrics such as conversion rate. Responsible for communicating call center performance to region. Responsible Support the execution of the CRM strategy and roadmap and support the development of the DRMS system.
•Build a team environment through regular contact, communication, and meetings with staff.
•Ensure that staff is sufficiently trained and managed to accomplish shared goals. Establish training programs to achieve consistent process and performance standards across all call centers.
•Accountable for developing and sustaining a culture of customer service excellence and higher level of customer satisfaction, including measurement and continuous improvement. Serve as the business lead for and partner with IT to support implementation of technology infrastructure, including the hardware, software, and telephony required. Responsible for future implementations of additional contact channels such as email, direct marketing, and outbound solicitation.
•Working with HR group, manage all HR issues for the Call Center including interviewing and hiring new employees, modifying or introducing new staff policies or programs, and ensuring staff compliance with all policies and programs. Responsible for designing incentive programs in collaboration with human resources.
•Develop and implement regular employee incentive and recognition programs and activities.
•Bachelor’s Degree required for the position, Master’s degree preferred. Experience demonstrating strong knowledge of leadership and professional development to assigned direct reports.
•Minimum of seven to ten years of management experience in a contact center environment.
•Demonstrated ability to formulate and execute business strategy to meet the strategic needs of the organization.
•Significant inbound contact center management experience including operations, performance metrics, continuous improvement, and process excellence. Contact center software application knowledge preferred.
•Excellent verbal and written communication skills required.
•Excellent computer skills required.
•Strong communication and organizational skills, previous experience managing contact centers, strong working knowledge of communication channel operations (phone, email and live chat systems), proficient with Excel and Word, strong analytical and communication skills (both written and oral).
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.