We are currently looking to fill a senior leadership role of Call Center Director.​ This position is responsible for organizing and directing the daily functions of a 120 seat, high volume call center.​  Manage and direct call center Insurance Sales Agents to ensure revenue, service, and client satisfaction goals are met.​  Has overall responsibility for most aspects of call center operations.​  The primary focus is on monitoring and evaluating performance relative to key performance indicators and service levels.

Essential Functions

• Tracks and reports performance of individual employees, supervisors, and groups as a whole at the site or client level.​
• Audits and observes supervisors to ensure coaching is effectively provided and documented.​
•  Demonstrates leadership abilities with business units using appropriate influencing and consensus building skills to manage expectations and cultivate relationships.​
• Ensures call volume forecasted is met on an hourly, daily, weekly, and monthly basis.
• Ensures client KPI’s are met or exceeded.
• Measures, reports and communicates revenue and service level goal attainment on a daily, weekly, and monthly basis for individuals, groups and the call center overall.​
•  Ensures accurate and timely communication of client issues to and from the teams
• Trains and mentors direct reports to ensure efficient operations.
• Participates in team meetings, joint calls, and client call monitor sessions.​
• Ensure on-going maintenance and upkeep of assigned call center.
• Ensures maximum productivity by maximizing on-phone time for all specialists to include acceptable non-productive levels.​
• Coordinates assigned contact center projects
•  Manages various processes through other departments.​ Will need to drive objectives by managing internal and external relationships and establishing themselves as the point person within the operations process.
•  Ensures that all departments and managers are working in operational efficiency while achieving strategic objectives of the organization.​
•  Interfaces with other departments within the company as needed.​
• Brainstorms ideas and processes to maximize call center operations.​
•  Evaluates general working conditions on all platforms to ensure productive and safe working conditions.​

Requirements

• Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, clients, customers, and the general public.
• Solid knowledge of computers and software applications.​
• Skill in establishing and maintaining effective working relationships.
• Ability to plan the work of others in one or more departments, and exercise initiative and judgment as well as make decisions within the scope of assigned authority.
• Ability to prepare and/​or develop plans for projects and programs involving coordination with other departments and/​or outside organizations.​
• Ability to adapt to changing priorities, meet deadlines and work well under pressure.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.​
• Superior coaching, leadership and interpersonal skills.
• The ability to present to clients as needed.​
• Previous experience with outbound&/or inbound calling programs is strongly preferred.
• Previous experience with an outbound dialer in a call center environment is strongly preferred

• Significant experience in a fast-paced, results driven setting
• Previous Health & Life Insurance sales program experience is strongly preferred.​

• 5-7 years experience in a 150+​ seat call center environment
• College degree preferred