Call Center Director

New
  • Location
    Novi, Michigan
  • Category
    Call Center
  • Job reference:
    US_EN_7_849127_2749188
  • Job Type
    Direct Hire

Call Center Director

Ajilon is seeking a motivated and team-oriented Call Center Director to join the fast-growing team of our client in Novi, Michigan. The Call Center Director will provide support to the agents, who will in turn assist nationwide clients in inbound/outbound contact regarding design-oriented solutions, product information and services offered.

Responsibilities:

  • Manage a team of call center representatives and team leads
  • Create a centralized call center platform
  • Review real time data and statistics to drive and enhance performance
  • Carry out performance measurements, monitoring, and evaluation of all representatives to improve efficiency
  • Motivate and encourage agents through positive communication and feedback
  • Provide ongoing training and product information to call center representatives
  • Be available and willing to affect the entirety of the team’s operations including but not limited to: being present to answer representatives’ questions regarding programs or customer service questions
  • Assisting with inbound/outbound calls and/or chats.
  • Analyze existing customer facing processes and redesign into customer experience enhancing processes
  • Coach and train all call center employees
  • Drive collaboration with cross-functional teams to achieve effective solutions

Qualifications:

  • 7+ years or management or supervisory experience in a customer service/call center environment.
  • Bachelors required, Master’s degree preferred
  • Experience in distribution/retail call center leading a large team across multiple sites
  • Proven track record of delivering results above expectation
  • Exceptional interpersonal and communication skills
  • Ability to motivate and support team members, as well as build effective relationships with all levels of professionals
  • Ability to exercise confidentiality
  • Sound decision making skills
  • Planning and prioritization skills
  • Ability to work in a high pressure, fast paced environment, while maintaining calmness under tight pressure
  • Be able to produce creative solutions to a variety of challenges
  • Associate Degree or equivalent combination of education and experience

Specifics:

  • Full-time $85k+ dependent on depth and strength of experience
  • Some travel required, approximately 20-30%

We are looking for individuals who want to be a part of a growing company and take an integral role in creating a centralized call center.  If this opportunity is in alignment with your goals, interests and skill-set we would love to have a conversation with you!  Please apply below.

Please apply with your CV to:

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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