Aligned Solutions has partnered with a nationwide company and we are seeking a highly experienced and strategic Executive Director for their Contact Center based in Boca Raton, FL. The ideal candidate will be a visionary leader with a strong background in managing large-scale contact center operations. This role demands an individual who can drive customer satisfaction, operational efficiency, and revenue growth through innovative strategies and exceptional team leadership.
Key Responsibilities:
Strategic Leadership: Develop and implement the strategic vision for the Contact Center, aligning with the organization’s overall business goals and objectives.
Operational Management: Oversee the day-to-day operations of the Contact Center, ensuring the highest levels of customer service and operational efficiency are maintained.
Team Leadership: Lead, mentor, and develop a diverse team of contact center professionals, fostering a culture of excellence, accountability, and continuous improvement.
Customer Experience: Champion initiatives that enhance the customer experience, leveraging data and analytics to drive decision-making and optimize customer interactions.
Budget Management: Manage the Contact Center’s budget, including staffing, technology, and other operational expenses, ensuring financial targets are met.
Technology Integration: Collaborate with IT and other departments to integrate and optimize contact center technologies, including CRM systems, telephony, and workforce management tools.
Performance Metrics: Establish and monitor key performance indicators (KPIs) to assess the efficiency and effectiveness of the Contact Center, implementing corrective actions as needed.
Compliance and Risk Management: Ensure compliance with all relevant regulations, policies, and procedures, while proactively managing operational risks.
Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders, including senior leadership, clients, and partners.
Qualifications:
Why Join Us?
This is an exciting opportunity to lead a dynamic and growing contact center in a vibrant location. We offer a competitive salary, comprehensive benefits, and the chance to make a significant impact on our organization’s success.