Job Details

Job Title: Call Center Director

Location: Hybrid - 4 days remote, 1 day onsite in Columbus, OH

About Us:

We are committed to providing exceptional customer experiences by offering solutions that are reliable, efficient, and personalized. As a leader in the industry, we are seeking a highly skilled and motivated Call Center Director to manage a dynamic team of employees. This is a unique opportunity to lead a fast-paced, high-impact team that plays a critical role in our customer service operations.

Position Overview:

The Call Center Director will oversee the day-to-day operations of a remote team of full-time employees (FTEs), ensuring all customer relations, troubleshooting, and inquiries are handled with the highest level of professionalism and efficiency. This role requires a strong leader with experience in call center management, a strategic mindset, and a deep understanding of remote team dynamics.

Key Responsibilities:

1. Leadership & Team Management:
   • Lead, mentor, and motivate a team of call center agents.
   • Provide ongoing coaching, performance feedback, and career development support to ensure team success.
   • Monitor team performance metrics and address challenges to ensure productivity and customer satisfaction.
   • Foster a positive, collaborative team culture to maintain high morale in a remote environment.
2. Operational Excellence:
   • Oversee daily operations, ensuring efficient handling of customer inquiries and issues.
   • Develop and implement SOPs to improve workflow and customer satisfaction.
   • Ensure compliance with company policies, SLAs, and guidelines.
   • Analyze operational data to identify improvement opportunities.
3. Customer Experience:
   • Ensure delivery of exceptional customer service using best practices.
   • Handle escalated customer issues and complaints effectively.
   • Collaborate with other departments to align customer service strategies with company goals.
4. Performance Management:
   • Set clear performance expectations and hold team members accountable.
   • Use performance data to identify improvement areas and create action plans.
   • Present reports on team performance, KPIs, and customer satisfaction to leadership.
5. Technology & Tools Management:
   • Oversee call center software and tools usage, ensuring efficiency.
   • Coordinate with IT and HR to support remote work technologies.

Qualifications:

• Bachelor's degree in Business, Communications, or related field (or equivalent experience).
• 7+ years in call center management, including 3+ years in leadership roles.
• Proven success managing large customer service teams.
• Strong leadership, coaching, and remote team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Ability to leverage performance data to drive improvements.
• Deep understanding of call center software and tools.
• Strong organizational skills and multitasking in a fast-paced environment.
• Experience managing remote teams and virtual team-building strategies.

Preferred:

• Knowledge of workforce management and scheduling software.
• Experience with change management and process improvements.

Why Join Us?

• Competitive salary and benefits.
• Flexible work environment.
• Career growth and professional development opportunities.
• Supportive team culture.

If you are a strategic thinker passionate about customer service and remote team management, we invite you to apply and join our innovative company dedicated to delivering exceptional customer experiences.