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)
At Mr. Rooter Plumbing you can lead a high-performing, customer-facing team that is the heartbeat of our business
Are you ready to build on your call center and customer service career experiences and lead your own team at a place where CSR and Dispatcher are recognized as two of the most important roles in the company?
Are you equally comfortable empathetically speaking with a distressed customer and analytically evaluating your team’s performance against well-defined goals?
Would your current colleagues describe you as a good coach who has helped them develop and win as a team?
Bring those qualities and experiences to Mr. Rooter Plumbing of Portland & Vancouver where we protect the health of our community through the most clean, courteous, and professional resolution of water and wastewater system problems. While our technicians are out in the community saving the day our office team supports them with equally professional business processes. We are seeking a Contact Center Supervisor to keep everything flowing. In this role you will lead the team responsible for the customer calls, texts, and emails that fill our appointment schedule as well as the dispatching function that matches our 27 technicians with jobs across the 6 counties we serve in Oregon and Washington.
What Mr. Rooter Plumbing expects of the Contact Center Supervisor
This critical role is eagerly anticipated by the rest of our 50-person team. The current leader covers both the Contact Center and Marketing, however the size of the company and our growth trajectory necessitate specialization for both departments. The good news about our former approach is that the new hire will have an experienced partner to learn from during the transition who will also be here as a backup to cover the duties during vacations. Initial responsibilities include:
On-site Customer Service Representatives. In-house team 7-days a week, 6am to 9pm
On-site Dispatchers. In-house team 7-days a week, 6am to 9pm
Off-site Overflow Call Center. 3rd party service for high-call-volume periods and after-hours
The ideal candidate brings these attributes and experiences:
How Mr. Rooter Plumbing supports the Contact Center Supervisor
The Contact Center Supervisor will join a supportive team in a critical role valued by everyone at the company. Specific points of support include:
Total compensation and benefits include:
Apply today to learn more and explore whether Mr. Rooter is the right place for your new start.
#MRR13
Clear All
0 Contact Center Director jobs found in Portland, OR area