Senior Director, Contact Center Operations
The Senior Director, Contact Center Operations is responsible for the strategic planning and execution of all contact center operations by leading both internal teams (4 teams totaling ~20 FTE’s: analytics, resource planning, quality & continuous improvement, and tier 2 escalations) and owning the relationship with our third party virtual call center vendor. This role will help identify, define, and implement technology and process improvement opportunities to better optimize our customer experience and sales capabilities. This position reports to the VP, Sales and Contact Center Operations.
Success will be measured in your ability to increase contact center performance and lead funnel conversion to our national network of local senior living advisors, call quality, and family satisfaction. You will not only seek to develop your managers and deepen vendor partnerships but also become a key partner to others in the company, most closely with Product, Technology, Reporting, and Sales Operations.
Tactical emphasis will be on data-driven testing and decision making, quality management, workforce planning, process enhancements, recruiting, coaching, and training to achieve best-in-class performance metrics: conversion rate, staffing efficiency, staffing utilization, acceptable turn over, call efficiency, low abandonment rates and adherence/ improvement of department objectives.