Contact Center – Service Desk Director

Description

As a Contact Center Service Desk Director you will be responsible for managing a 24/7 IT Help desk of over 150 employees and leaders for a leader in the industry.

We are seeking a leader who has the vision, experience and passion to contribute to our culture and deliver extraordinary results for our clients.

The Contact Center Service Desk Director will be involved in all facets of contact center operations, including hiring, training, quality assurance, and reporting and client services. The role is ideal for performance driven individual with experience manager a contact center with large call volumes and 100+ agents.

Responsibilities include but are not limited to:

• Manages contact center goals, operations functions, staff development, human resource function and nurturing a positive and productive culture.
• Developing continuous improvement plans and processes for interacting with clients to improve their experience.
• Participating in the development and enhancement of general processes and/or coaching procedures that will support company service, productivity and revenue generation goals.
• Interacting with internal and external departments to ensure the customers’ and employees’ needs are met.
• Strategic planning and execution to enhance profitability, productivity, communication and efficiency.
• Collect appropriate metrics to aide in the management of quality control, time and resource management and employee effectiveness.
• Provide annual forecasting of workload volumes, FTE and budgetary needs for department
• Developing, supporting and mentoring team members through the use of call monitors, team huddles, and monthly employee development plans, ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback and guidance necessary to ensure team members meet their goals.
• Recognizing, rewarding, and celebrating the successes and accomplishments of team members through the appropriate channels; and successfully fielding and finding resolution to customer escalations.

*LI – POST

Job Requirements

• Minimum of 5 years of contact center management experience (Help Desk experience a plus)
• Bachelor’s degree or equivalent work experience
• Experience leading in a client facing environment
• Strong knowledge of contact center operations
• Excellent communication, organization, and problem solving skills in a fast paced environment
• Ability to provide leadership to accomplish departmental and organizational goals