A Place for Mom

  • Sr. Director-Contact Center Operations

    Job Location(s) US-WA-Seattle
    Job ID
    # of Openings
    Hidden (37928)
  • Overview

    Senior Director, Contact Center Operations

    Job Description


    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.


    Key Responsibilities


    • Develop, maintain and execute strategic plans for the department to achieve continued growth and performance
    • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and employee development
    • Infuse call analytics and metrics into all initiative planning and decision making
    • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum conversion rates
    • Lead workforce management team to optimize schedules, team strengths and performance
    • Maintain effective internal Quality Assurance programs fostering continuous improvement and exceeding performance
    • Evolve contact center processes, metrics, and reporting to include other modes of communication (email, chat, etc.)
    • Oversee resources and systems to maximize conversion and efficiency
    • Partner with Sales, Learning & Development, and vendors to develop and maintain world class training and onboarding processes
    • Ensure compliance with regulatory agency guidelines and standards
    • Manage vendor relationships to quality, budget, and efficiency standards
    • Achieve and exceed minimum performance metrics month after month


    Experience requirements:


    • 10 – 15+ years of progressive contact center leadership experience with P&L responsibility and strong emphasis in a sales oriented culture
    • Deep familiarity with all contact center technologies: VOIP, ACD, WFM, Queuing and routing theory
    • High degree of comfort in preparing data analysis to be used in the development of strategic and tactical plans and monitoring performance
    • Experience working with operational teams, IT leadership, and others to optimize and integrate new technology required to support contact center growth
    • Fiscal accountability for all operations and training
    • Proven experience in change management and innovation
    • Demonstrated history of hitting and achieving KPI targets
    • Demonstrated experience working closely with other executive functions including Sales, Product, and Reporting
    • Demonstrated experience setting a vision, leading, and motivating large teams
    • Detailed knowledge of Excel and data warehouse reporting (experience with Qlikview a plus)
    • Outstanding communication, leadership, team building and organizational skills
    • Ability to set Contact Center strategy – including investigating and making recommendations on big initiatives
    • Ownership of third-party vendor relationships


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