The Director of Contact Center leads the strategic development, implementation, and oversight of all contact center operations for the Universal Technical Institute (UTI) Division. The Director ensures the delivery of high-quality customer service, operational efficiency, and the achievement of key performance indicators (KPI's) in order to support candidates, students, and other internal and external stakeholders. This leader manages a sizable team, implementing effective communication channels and utilizing technology to enhance the overall customer experience. The Director ensures achievement of functional metrics and communicates results with stakeholders across all key departments while fostering a customer-first culture and driving continuous improvement initiatives.
What We Offer:
• Partner with leadership to develop and then implement a strategic vision for the contact center aligned with the division’s goals and objectives
• Evaluate and implement advanced contact center technologies to enhance communication, automate routine tasks, and improve overall efficiency
• Stay abreast of industry trends and advancements in order that contact center remains at the forefront of technology
• Communicate and coordinate contact center campaigns in alignment with stakeholder needs
• Oversee day-to-day operations of the contact center, for efficiency, accuracy, and responsiveness in addressing inquiries and issues
• Promote a culture of performance, innovation, testing, fast failure, transparency, honesty, respect, fun, and grace across the team
• Foster a positive and collaborative work environment, promoting continuous learning and professional development
• Develop and implement processes to streamline workflows and improve overall contact center performance
• Collaborate with IT teams to address technical issues and implement solutions
• Leverage effective training, performance management and career development activities to create an engaged and motivated team
• Create and deliver proper workforce planning, including scheduling and shift management.
• Define key metrics and set standards for department performance measurement, strategic planning, and process optimization to enhance growth and efficiency
• Create and execute a methodology to size the impact and effort of initiatives requiring contact center resources
• Set the vision for the team and lead the implementation of campaigns to improve lead generation performance
• Implement quality assurance programs for service excellence and adherence to established standards
• Utilize data analytics to track trends, identify areas for improvement, and make data-driven decisions
• Generate regular reports for leadership, highlighting key performance metrics, strategic initiatives and areas for improvement
• Drive adherence and compliance with state, federal, regulatory, and company policies
• Establish/maintain a high performance team of professional, motivated and engaged staff utilizing effective training, performance management and career-development activities while leading them to achieve established business results and performance metrics.
• Recognizes and rewards employee contributions and achievements.
• Other duties as assigned.
Education / Experience
• Bachelor's degree in communications, business administration or related field
• Master's degree (preferred)
• Seven (7) year's leadership / personnel management experience
• Five (5) years of experience in contact center and improving customer service processes
• Three (3) years of sales experience (preferred)
Skills
• Strong leadership and people management skills
• Proficiency in contact center technologies, computer software applications and CRM systems
• Change management skills and able to lead the team through continuous process improvement
• Facilitate regular, meaningful two-way communication
• Identify trends and track key metrics to determine overall effectiveness of initiatives and support of business goals and adjust strategies accordingly
• Actively look for ways to assist with employee's needs
• Understand the implications of new information for both current and future problem-solving and decision-making
• Be aware of others' reactions and understanding why they react as they do
• Identify complex problems and reviewing related information to develop and evaluate options and implement solutions
• Present ideas in a clear and compelling manner, both verbally and in written format
• Exceptional listening and conflict resolution skills
• Intermediate level presentation and training facilitation skills
• Drive, and be accountable for, results in a fast-paced environment
• Intermediate level proficiency with productivity software (MS Office), CRM software, and other enterprise-level software (Adobe DC, SharePoint, etc.)
Abilities
• Communicate, think, learn, and reason
• Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks
• Safely ambulate and/or maneuver when on-site at Company locations
• Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility
• Ability to use good judgment, problem-solving and decision-making skills
• Ability to maintain confidentiality and manage sensitive information with discretion
• Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously
• Ability to gain, understand and apply information and data as it relates essential functions of the position
• Ability to foster long-term relationships with stakeholders
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