Job Title: Director – Call Centre Operations

Overview of the Role

The Director of Call Centre Operations is a senior leadership position responsible for overseeing the strategic planning, management, and continuous improvement of the company's call centre functions. This role requires a dynamic and results-driven professional who can lead large teams, optimize operational efficiency, ensure exceptional customer service, and align call centre activities with the organization’s overall business objectives. The Director will serve as a key stakeholder in developing innovative solutions to enhance customer experience, implement best practices, and drive operational excellence across all call centre channels within the AE location.

Key Responsibilities

• Strategic Leadership: Develop and execute comprehensive call centre strategies aligned with organizational goals, ensuring scalable and sustainable operations.
• Operational Management: Oversee daily call centre operations, including staffing, scheduling, and resource allocation to meet service level agreements (SLAs) and key performance indicators (KPIs).
• Team Leadership and Development: Lead, motivate, and develop a high-performing team of managers and frontline agents, fostering a culture of excellence, accountability, and continuous improvement.
• Customer Experience Enhancement: Implement initiatives to improve customer satisfaction, reduce call wait times, and resolve issues efficiently, ensuring a positive customer journey.
• Performance Monitoring and Reporting: Establish and monitor metrics to evaluate operational performance, prepare detailed reports for senior management, and recommend corrective actions as needed.
• Process Optimization: Identify opportunities for process improvements, automation, and technology integration to increase efficiency and reduce costs.
• Compliance and Quality Assurance: Ensure adherence to company policies, industry regulations, and quality standards across all call centre activities.
• Budget Management: Develop and manage budgets, control costs, and optimize resource utilization to achieve financial targets.
• Stakeholder Collaboration: Collaborate with cross-functional teams such as Sales, Marketing, IT, and Customer Service to support organizational initiatives and enhance overall customer engagement.
• Innovation and Technology Adoption: Stay abreast of industry trends, emerging technologies, and best practices to continuously innovate and improve call centre operations.