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Contact Center Executive Director

Company: Sunpro Solar Energy Specialists
Location: Covington
Posted on: January 16, 2022

Job Description:

We are looking for an experienced Contact Center Executive Director to manage and direct the operations of Sunpro's contact center facility. In this role, you will be expected to implement and review policies and operating structure, set standards & guidelines for customer interactions, oversee any efficiency improvements that continue to drive new business, and expand the strong customer loyalty base and referral program. These initiatives include outbound number rotation, growth in existing and new markets, new and creative market research and planning, and the development of a high-performing, outbound call center sales team.

Summary Of Requirements:
5-10 years previous Outbound Call Center experience, with proven success in meeting budget and quality expectations.
10-15 years in managerial roles developing leaders and building organizational capacity.
Minimum 5 years working with company standard CRM tools, specifically Salesforce Lightning, Lessonly, and Five9; to name a few.
Strong knowledge of key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.
Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results.
Bachelor's degree or equivalent combination of education and/or professional business experience required, master's degree in business preferred.
Provide clear direction to Call Center Supervisors and team members to drive organization strategies and initiatives.
Maintain strong floor presence to guarantee success in meeting all operational measurements.
Promote a satisfying, positive and motivating work environment that continuously builds staff commitment and trust.
Coach and mentor Contact Center Management and Training Team to achieve superior team member engagement.

Keywords: Sunpro Solar Energy Specialists, New Orleans , Contact Center Executive Director, Executive , Covington, Louisiana

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