Director, Contact Center (Remote, In Certain States)

Are you a Leader? Driven for Success and Career Growth? We are looking for you!

Here's what the job takes:

Oversee, organize, and own the daily operations of assigned account(s). Ensure that account is well-coordinated and productive by managing/driving performance and provide team leadership to contribute to the growth and success of Working Solutions.**Position is virtual, but qualified candidates must reside in one of the following states: AZ, AR, FL, IA,IN, MI, NC, NE, OH, TN, or TX.

Duties:

• Responsible for growing existing client revenue and foster client partnerships.
• Responsible for program profitability and client invoicing.
• Drive efficiency to ensure that monthly and quarterly operational targets are achieved.
• Works strategically to ramp, flex, and ensure all client staffing plans and needs are met.
• Participate on new client conference calls to help facilitate the introduction to Working Solutions. Act as operations expert for sales presentations as needed.
• Oversee and direct Program Success management processes, consistently evaluating and revising to improve results and ease of use. Lead workgroups for all Program Managers, to gather ideas and enlist assistance with changes. Develop strategic plans and tactics to help drive program success.
• Manage and mentor designated Program Managers, Performance Managers, and Assistants, providing guidance and support as needed. Develop talent and meet/exceed desired metrics.
• Provide results reporting to Working Solutions management and/or client as requested. Partner with clients to provide insights gained from data and recommend changes to enhance results.
• Own the client relationship and ensure the balance of both client and agent success.

• Understands, develops, implements, and enforces key KPIs and metrics.
• Analyze program data and make recommendations to improve operations and customer experience.
• Review and negotiate SOWs to ensure service levels, pricing, and deliverables align with business needs
• Track contract timelines and initiate renewal discussions proactively
• Participate in executive meetings and contribute to company-wide planning as needed
• Lead change management efforts during system upgrades or process shift

Must be a US citizen or permanent resident to be considered for full-time employment.

• A minimum of 5 years Call Center Management experience
• 10+ years’ experience in the contact centers with an emphasis in the operations area preferred
• Strong leadership, ability to comfortably work and communicate with senior leaders and influence at all levels of the organization.
• Demonstrate experience in strategic planning and analytics to create innovative solutions to business challenges with strong change management skills.
• Strong analytical and project management skills with demonstrated ability to prioritize track and deliver results with detailed focus on accuracy.
• Highly motivated self-starter with ability to juggle multiple tasks, with excellent organization skills and careful attention to detail.
• A proven ability to effectively leverage relationships to drive results.
• Demonstrates personal excellence by showing personal determination and resilience and is optimistic in changing circumstances.
• Communication — candidate must have a proven track record in both written and oral communications including writing high-level program documents, including policies and procedural documents. Candidate must be experienced in addressing senior leadership, driving change through strong communication.
• Working knowledge of financial statement analysis, staffing models and scheduling.
• Leadership — candidate must have the ability to drive change through influencing skills and the ability to gain cooperation based on mutual goals and business objectives.
• Excellent computer skills and experience, which includes advanced Excel and Power Point.
• Ability to use a keyboard and sit at a computer for a large portion of the work period
• Ability to work variable hours, which may include evenings and weekends, and travel up to 20%

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Work From Home