• Director/Call Center

    Job Location US-NV-Las Vegas | US-AZ-Phoenix
    Posting Date 6 days ago(6 days ago)
    # of Openings
    Call Center
    Apply By
    Southern Nevada
  • Position Information

    ***This position may sit in the Southern Nevada Call Center, located in Las Vegas, NV, or in the Central Arizona Call Center, located in Phoenix, AZ.***
    The Director/Call Center is responsible for the strategic planning, budget oversight, and execution of all Call Center and Credit and Billing Operations (CABO). Tactical emphasis is on customer experience, quality management, workforce planning, and Sarbanes Oxley compliance. This position demonstrates a commitment to excellence through continuous staff development that enhances employee engagement, service skills, knowledge base and morale.
    This position is regulated by the Department of Transportation (DOT) under Title 49 CFR Part 382 and Part 40.  Any applicant/employee who performs a DOT covered function or is licensed and would operate a commercial vehicle for the Company will be subject to drug and alcohol testing under the Company’s DOT drug and alcohol testing programs.  Any employment, transfer, or promotion offer made for this position is contingent upon taking and passing a drug test prior to the commencement of the new role. If an applicant/employee fails the drug test, any offer of employment, transfer, or promotion will be revoked.


    • Oversee the strategy and operations of Call Center and CABO in alignment with the Corporate vision and commitment to stakeholders
    • Develop and implement strategic and tactical operational plans to ensure that goals are achieved and compliance standards are met
    • Oversee the annual budgeting process and ensure the Call Center and CABO are operating at or below planned budget levels
    • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition and workflow patterns
    • Identify and recommend new products, research, services or enhancements to existing systems to improve productivity and customer experience
    • Monitor customer needs and expectations; develop or oversee the development of processes to meet such needs and expectations
    • Perform superior coaching skills with a passion for people development
    • Lead and support customer experience innovations and continuous process improvement through operational and quality best practices and fostering a culture of excellence
    • Analyze and interpret statistical data to assist in problem solving and to ensure service levels are consistently met
    • Perform related duties and responsibilities as assigned
    • Regular and predictable attendance is a condition of employment and is an essential function of the job

    Minimum Qualifications

    This position requires a bachelor’s degree in Business Administration, Management, or a related field from an accredited university, and ten years of demonstrated call center and credit and billing experience.  This position must possess demonstrated managerial experience in a highly customer focused, call center environment.  Must have knowledge and understanding of sophisticated call center technologies and their effective implementation in a high-volume customer contact environment, best practice analytics used to measure the effectiveness and efficiency of multiple channels within a customer interaction center and back office, and motivational techniques used in customer interaction center to promote effective performance.

    Salary Details

    $138,965 - $173,706


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