Call Center Director. Job in Dallas FOX8 Jobs

  • Job Reference: 425339699-2
  • Date Posted: 17 November 2021
  • Recruiter: Frontline Source Group
  • Location: Dallas, Texas
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent

Job Description

Call Center Director
Our client in Dallas, TX has an immediate need for a Call Center Director on a direct hire basis.

Company Profile:
Food Industry
Tenured Team

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Call Center Director Role:
The Call Center Director will report directly to the VP of Operations to identify and prioritize key customer improvement opportunities and implement necessary changes and improvements as well as measure and report progress. This is an amazing opportunity to start up a call center, hire, lead and develop a team from the ground up.
Assist with designing and developing the new support center by working closely with the technology partners and leadership team
Research and study guest behaviors, wants and needs to incorporate customer service processes
Assist with writing and implementing best practices, department manuals, policies and procedures that maximize development and training
Partner with the training manager for new hire and training
Identify critical KPI's to measure performance, document and establish a standardized reporting structure to communicate performance to senior management
Lead the hiring process to shape the department
Monitor attendance and schedules of the call center representatives
Assist the agents with challenging customers issues, acting as a point of contact for escalated situations
Create and implement customer satisfaction and feedback program to improve procedures as well as quest experience
Prepare the annual budget and work with the Finance department to obtain approval
Anticipate growth based on volume trends and forecasts

Call Center Director Background Profile:
Degree preferred but not required in Business Management, Communications, HR or related field
Minimum of 5-8 years of managerial experience in a call-center or support center environment
10+ years of business experience, preferably working with luxury brands in hospitality, food service or retail
Frequent walking, kneeling, bending and reaching overhead
Experience building and monitoring budgets, and establishing targets
Experience accommodating the demands of a fast-paced growing environment
Prior experience with contact center and CRM technology
Proficient in MS Office 365 Technology
Prior usage of the Predictive Index highly preferred
Strong situational awareness and problem-solving skills
High attention to detail and accuracy with the ability to plan, organize and multi-task

Features and Benefits of Client:
Medical- Various plans to choose from
Dental, Vision and Life Insurance
Flexible Spending Account, Short Term Disability and Long-Term Disability
Employee Assistance Program
Pet Insurance
401K with match
Discounts on products

Frontline Source Group is an Equal Opportunity Employer. Candidates must be authorized to work in the United States without sponsorship. The client cannot sponsor any visas.

Disclaimer: Sensitive and personal data will not be requested by Frontline Source Group or its affiliates until a job offer is made and accepted. If you ever doubt the validity of our job postings, we encourage you to call one of our branch locations to verify the status on any job.