Director, Call Center Operations
Company Name:
Arca24.com
Salary period: Annual
Within the New Hampshire Regional Center, we have developed a new and exciting role that will be an integral part of taking our regional call center to the next generation and enhancing both our customer and our associate experience over the long term future. The position is a Director level role reporting the Vice President of Operations. While in this role, you will not have any direct reports but will be partnering with business leaders on a daily basis and providing direction and guidance to the entire call center regarding the implementation of Genesys technology to upwards of 1000 associates. You will be the one that others look to for the why, how, when and what. You will be accountable for supporting efforts at the national, functional and site level to transition the organization to our Next Generation Contact Center (NGCC) by driving the plans to improve areas of operational efficiency, the customer experience and process improvements. Primary Responsibilities Influence and drive the NGCC implementation and migration efforts by leading various work streams related to capacity management, call routing, service model enhancements and technology solutions Assess the site's business readiness relative to the migration of Genesys and develop strategic initiatives and program launches Build and maintain relationships with local and national business partners in order to influence operational coordination, execution and consistency Partner with Operations to monitoEstimated Salary: $20 to $28 per hour based on qualifications.
Arca24.com
Salary period: Annual
Within the New Hampshire Regional Center, we have developed a new and exciting role that will be an integral part of taking our regional call center to the next generation and enhancing both our customer and our associate experience over the long term future. The position is a Director level role reporting the Vice President of Operations. While in this role, you will not have any direct reports but will be partnering with business leaders on a daily basis and providing direction and guidance to the entire call center regarding the implementation of Genesys technology to upwards of 1000 associates. You will be the one that others look to for the why, how, when and what. You will be accountable for supporting efforts at the national, functional and site level to transition the organization to our Next Generation Contact Center (NGCC) by driving the plans to improve areas of operational efficiency, the customer experience and process improvements. Primary Responsibilities Influence and drive the NGCC implementation and migration efforts by leading various work streams related to capacity management, call routing, service model enhancements and technology solutions Assess the site's business readiness relative to the migration of Genesys and develop strategic initiatives and program launches Build and maintain relationships with local and national business partners in order to influence operational coordination, execution and consistency Partner with Operations to monitoEstimated Salary: $20 to $28 per hour based on qualifications.
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