Director of Customer Insights jobs in Utah

We’re Looking For A: Sr. Director, Contact Center Operations to lead all aspects of the Golden Customer Care’s contact center, from its daily operations to its long-term strategic success. Ensures that service levels are consummate with industry standards for responsiveness, quality, cost and most importantly, customer satisfaction. This role will define and execute effective contact center management practices to increase revenue, enhance efficiencies and improve service quality.

The Golden Difference. How are we different from other companies?

• Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents
• Employee Stock Ownership Plan (You're part owner of GCC)
• 401k retirement contribution with company matching up to 3.5%
• 10 days of paid vacation, 6 days of paid sick time plus holidays
• Massive room for professional growth and results-based pay increases
• Actually fun virtual & in-person events 

What You’ll Be Doing:

• Provides leadership, strategic direction and oversight for contact center operations to include fiscal accountability, effective use of staff, and other resources.
• Creates strategic plan for contact center operations that ensures the needs of customers and the organization are met. Provide the scalability required for planned, continued growth, including the sourcing of new software and hardware.
• Through collaboration with senior leadership ensures changes in the delivery system are incorporated into contact center operations ensuring the needs of the organization and customers are addressed appropriately.
• Plan, direct and oversee the implementation of effective business practices, including; development of contact center policies, goals, objectives and procedures and ensure operational excellence at all levels.
• Promote a high energy and high-performance environment that recognizes and rewards achievement and retains team members.
• Develop strategic and tactical goals and objectives; continually evaluate the effectiveness of performance metrics in order to ensure the desired program outcomes/goals are attained.
• Facilitate activities with related department leaders and stakeholders, provide leadership to subordinate employees, and ensure advocacy at all levels of operations.
• Develop and adhere to management protocols and accountabilities to ensure the timely and thorough execution of Operations strategies.
• Develop and monitor benchmark standards in order to improve customer satisfaction and service levels.

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Excellent relational skills and ability to get things done through teamwork, persuasion, and influence.
• Demonstrated diplomacy and patience skills in interacting with consumers and colleagues.
• Proven ability to use data analytics to drive operational, quality and financial performance in accordance with system established goals.
• Technical acumen required to assess software and systems required to support company needs; the ability to identify technical requirements, monitor workforce software and adjust staffing according to volume is necessary.
• Superior written and oral communication skills; ability to persuasively present and communicate to support business objectives.
• Excellent work ethic, leadership skills, interpersonal and organizational skills.
• 10-15 years’ experience in contact center management, leading the day-to-day operations of a 500 person multi-state operation.
• Demonstrated track record of identifying operational gaps and challenges with practiced ability to implement or recommend solutions, interpret, and apply policies and procedures, deal diplomatically with others, take responsibility and consistently act with integrity.
• Significant experience motivating and inspiring employees in a large (500 ) contact center environment with an emphasis on training and detailed metrics/measurement.
• Travel, as needed.
• Master’s degree, preferred.