Contact Center Director jobs in Arizona
Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Recently Added Contact Center Director jobs
Director of Contact Center Operations
- Adobe Population Health
-
Phoenix, AZ
FULL_TIME
-
About Adobe
Adobe Population Health (APH) is a women-owned health solutions company founded in 2018 and committed to positively impacting the lives we touch. The company has a culture of inclusivity and human kindness, based in Phoenix, AZ, with satellite locations in multiple states. APH has been recognized as one of “America's Fastest-Growing Private Companies” by Inc. 5000 and has earned a "Best Places to Work" award from the Phoenix Business Journal consecutive times.
APH offers customized programs for insurance groups, providers, hospitals, and families, which include case management, in-home/in-clinic wellness assessments, preventative care, transitional care, and social work services. As one of the country's few fully integrated healthcare providers, APH provides top-notch medical services with various service lines. The company is expanding and looking for individuals who want to make a difference and help those in need.
POSITION PURPOSE
As the Director of Contact Center Operations, you will be an experienced and dynamic key leader responsible for overseeing and optimizing the performance of our contact center. Your primary focus will be on ensuring excellent customer service delivery, enhancing operational efficiency, and achieving key performance indicators (KPIs) related to call center performance. This role requires strategic thinking, strong leadership skills, and the ability to drive continuous improvement.
This newly created position supports APH’s continued expansion and reports to the COO.
This role is based out of our Phoenix Office, conveniently located off the 51 Freeway (Glendale Ave. and 16th St.).
Duties & Responsibilities- Leadership and Strategy:
- Manage and supervise the customer support team, schedulers, and support staff who service multiple states and time zones .
- Provide visionary leadership to the call center team, fostering a culture of excellence, collaboration, and continuous improvement.
- Develop and implement strategic plans to meet and exceed organizational goals.
- Align call center operations with overall business objectives .
- Team Management:
- Lead, mentor, and motivate a diverse team of call center professionals in multiple states and regions across various time zones.
- Foster a positive work environment, encouraging teamwork, creativity, and professional development in a primarily virtual environment.
- Conduct regular training and coaching sessions to enhance team skills and performance.
- Operational Excellence:
- Oversee day-to-day call center operations, ensuring efficient call handling, resolution, and customer satisfaction.
- Implement and optimize processes to enhance operational efficiency and meet performance targets.
- Monitor and analyze key performance metrics, providing regular reports to senior management.
- Customer Experience:
- Champion a customer-centric approach, ensuring a positive and seamless customer experience.
- Implement and maintain quality assurance programs to monitor and improve service quality.
- Address customer escalations and implement corrective actions as needed.
- Technology and Tools:
- Stay abreast of emerging technologies and industry best practices in call center operations.
- Evaluate, recommend, and implement new tools and technologies to enhance operational efficiency and customer service.
- Performance Metrics:
- Monitor and analyze key performance metrics, providing regular reports to senior management.
- Implement performance improvement initiatives based on data-driven insights.
- Continuous Improvement:
- Drive a culture of continuous improvement, encouraging feedback from customers and internal stakeholders.
- Implement initiatives to enhance processes, increase productivity, and elevate overall performance.
- Budget Management:
- Develop and manage the call center budget, ensuring cost-effective operations.
- Identify opportunities for cost savings while maintaining high service standards.
- Other duties as assigned.
- 7 years in a contact center or customer service-related experience.
- 5 years in a leadership role within a call center environment.
- Strong understanding of call center technologies, processes, and industry best practices.
- Ability to lead and inspire a diverse team toward achieving common goals.
- Flexibility in supporting services in multiple states across time zones.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills.
- High level of attention to detail and accuracy.
- Ability to work under pressure and meet deadlines.
- Proven track record of driving operational excellence and achieving performance targets.
- Proactive and collaborative approach to problem-solving.
- Bachelor's degree in business administration, management, or related field.
- Master’s degree preferred.
- Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Problem-Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
- Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Paid Orientation and Training
- Insurance – Medical, Dental, Vision, and Life
- 401k Plan – 3% match
- Employee Assistance Program
- Tuition Reimbursement
- Continued Education Support
- Mileage Reimbursement (if applicable)
- Referral Bonuses
- Paid Holidays (8 days)
- Paid Time Off (15 days)
- Paid Volunteer Hours
- Occasionally required to stand.
- Occasionally required to walk.
- Continually required to sit.
- Occasionally required to climb, balance, bend, stoop, kneel, or crawl.
- Occasionally required to be exposed to warm or cool spaces.
- Continually required to talk or hear.
- While performing the duties of this job, the noise level in the work environment is usually moderate.
- May occasionally lift and /or move more than 30 pounds.
- Must be able to physically perform the essential duties of the position which include lifting 30 lbs., transporting materials, stooping, kneeling, crouching, reaching, use of hands, balancing, walking, standing, talking, hearing, and typing.
APH is an Equal Opportunity Employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. - 5 Days Ago
Director of Contact Center Operations
- Adobe Care And Wellness LLC
-
Phoenix, AZ
FULL_TIME
- ABOUT ADOBE Adobe Population Health (APH) is a women-owned health solutions company founded in 2018 and committed to positively impacting the lives we touch. The company has a culture of inclusivity a...
- 6 Days Ago
Contact Center Representative
- TEKsystems
-
Tempe, AZ
FULL_TIME
- *TEKsystems in partnership with One Medical* Opportunity Details: Duties: Duties including but not limited to insurance help, appointment scheduling, billing inquiries, refill authorization, and appoi...
- 4 Days Ago
Contact Center Representative
- Wecom Fiber
-
Kingman, AZ
FULL_TIME
- Brief DescriptionContact Center RepresentativeWith today’s technically advanced society, it is hard to believe that millions of homes in the United States cannot access high-speed internet. This limit...
- Just Posted
Billing Contact Center Manager
- One Medical
-
Tempe, AZ
FULL_TIME
- About Us One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn't your average doctor's office. We're...
- Just Posted
Contact center architect
- Stellar IT Solutions LLC
-
Phoenix, AZ
FULL_TIME
- Job Title : Contact Center Architect JobLocation : 100% Remtoe Interview : Virtual Job Duration : 12 Months This role involves collaborating with IT Product andBusiness teams as well as senior executi...
- 1 Day Ago
Contact Center Director jobs at Popular Companies
Job #23136 - Custodian - Facilities Department
- Oregon Public Schools
-
Lebanon, OR
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Secondary Head Custodian
- Rocori Public School District
-
Cold Spring, MN
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Board Certified Behavioral Analyst (BCBA)
- Copperas Cove Independent School District
-
Copperas Cove, TX
- Position Type: Special Education Date Posted: 6/6/2023 Location: Special Education Date Available: 07/27/2023 Perform pr...
- 6/11/2024 12:00:00 AM
Administrative Asst
- Catholic Diocese of Fort Worth
-
Colleyville, TX
- Position: ADMINISTRATIVE ASSISTANT FOR DEPARTMENT OF MUSIC AND LITURGY Date Revised: MAY 15, 2024 Reports to: Director o...
- 6/11/2024 12:00:00 AM
Program Director - Personal Training
- Eau Claire YMCA
-
Davenport, IA
- - Program Director Personal Training Location Job Description The YMCA of the Iowa Mississippi Valley is seeking an ambi...
- 6/10/2024 12:00:00 AM
School Psychologist
- Travis Unified School District
-
Fairfield, CA
- Job Summary Provides psychological services to schools including testing, counseling, consulting and assists staff in me...
- 6/10/2024 12:00:00 AM
Skills Trainer
- BETTER COMMUNITY LIVING INC
-
New Bedford, MA
- Job Details Job Location Greater New Bedford Area - New Bedford, MA Salary Range $21.56 - $21.56 Description Per Diem po...
- 6/9/2024 12:00:00 AM
Linen Service Worker
- Carle Foundation Hospital
-
Peoria, IL
- * Follows established standards and maintains quality work while being self-managed.* Delivers clean exchange carts on t...
- 6/8/2024 12:00:00 AM
About Arizona
Arizona (/ˌærɪˈzoʊnə/ (listen); Navajo: Hoozdo Hahoodzo Navajo pronunciation: [xòːztò xɑ̀xòːtsò]; O'odham: Alĭ ṣonak Uto-Aztecan pronunciation: [ˡaɺi ˡʂonak]) is a state in the southwestern region of the United States. It is also part of the Western and the Mountain states. It is the sixth largest and the 14th most populous of the 50 states. Its capital and largest city is Phoenix. Arizona shares the Four Corners region with Utah, Colorado, and New Mexico; its other neighboring states are Nevada and California to the west and the Mexican states of Sonora and Baja California to the south and so...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$170,175 to $253,681
Most Popular Cities in Arizona for Contact Center Director Jobs
What does a Contact Center Director do?
Contact Center Director in Erie, PA
It provides info relevant to small and large call centers.
January 03, 2020
Contact Center Director in New York, NY
Toward the end of the first 90 days, it may be time to initiate your vision for the center.
January 17, 2020
Contact Center Director in Macon, GA
The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
January 26, 2020