Director of Call Center Operations

Nations Info Corp is looking for a Director of Call Center Operations who will oversee and manage both the company’s inbound support and outbound telesales call centers, based both domestically and overseas.  Core duties include management and leadership of processes for the continuous improvement of the customer experience and sales performance.   The tactical focus will be on delivering excellent customer service and optimizing sales conversion in addition to efficiency management, workforce planning, recruiting and hiring, team building and training. Key performance metrics include service quality scores, abandonment rate, staffing utilization, save rate, contact rate, conversion rate,  calls taken per hour and cost per call. A commitment to excellence is demonstrated through on-going staff development programs, enhancing employee engagement, service, knowledge, skills, and morale.

This position requires excellent analytical skills for analyzing operational data and making smart decisions for constant improvement of the call center performance.

Responsibilities:

• Create and maintain an employee focused culture where employees are motivated, inspired, nurtured, and developed.

• Maintains and improves call center operations by monitoring employee performance; identifying and resolving problems; preparing and completing action plans; monitoring and optimizing key metrics by continually testing new processes and protocols. 

• Manages the interviewing process and hiring of new employees; orienting, training, assigning, coaching, counseling, and disciplining employees; administering employee scheduling systems

• Conduct staff meetings to ensure the team understands policy and procedural changes, market conditions and are as effective, efficient and productive as possible

• Meets call center financial objectives by estimating spending requirements; preparing budgets; scheduling expenditures; analyzing variances; initiating corrective actions.

• Support broader strategies, set direction, build team effectiveness, and balance operating priorities

• Working cross-functionally to drive visibility and collaborative improvements for each area of opportunity

• Direct and recommend necessary corporate initiatives to support contact center growth and compliance

• Have fun while being the best; building and celebrating a high performing service and sales culture.

Your Leadership:

This position will oversee domestic and international departmental managers, front-line supervisors, quality assurance, training and customer-facing support and sales representatives.

Skills & Qualifications:

• Excellent customer service, interpersonal, and communication skills including: politeness, confidence, tact, patience, and diplomacy while dealing with customer/employee concerns

• Minimum of 10 years of business experience with at least 7 years in a call center

• 3 - 5 years of international call center management experience prefered

• Excellent working knowledge of relevant metrics and financial measurements used to drive performance in both sales and service environments (within a contact center)

• Ability to build strong relationships at all levels of the organization

• Proven leadership skills, with the ability to lead, coach, motivate and supervise teams.

• Strong work ethic and schedule flexibility

• Proficiency in Microsoft Office and Googledocs

• Strong knowledge of Excel

• Excellent technical and analytical skills

• Experience with Five9 or Xcally is a plus

• Slightly obsessive in all the right ways

• Bachelor’s Degree required.

Application Procedures:

Nations Info Corp is an Equal Opportunity Employer and offers a competitive total compensation package and a casual, results-driven work environment. When applying please submit cover letter and resume. 

Employment Details:

• Location: Santa Barbara, CA, This position will initially be remote but will require monthly visits to the Santa Barbara, California office.

• Status: Full time

• Benefits include company sponsored 401K, with company match (after 1 year of employment)

• Additional benefits include: Health, Vision, Dental Insurance, Life Insurance and Long Term Disability

• Vacation Benefits

• Salary: Competitive, based on experience

About Nations Info Corp:

Founded in 2005, Nations Info Corp is a leading online provider of real estate and financial information and services to consumers, investors and professionals. The company's overarching objective is to aggregate and synthesize massive amounts of data, which is otherwise difficult to find and interpret, into formats which are easy to access, use and ultimately empowering for its customers. Our goal is to present information which can help our customers make informed decisions to identify opportunities to improve their lives, protect their identity and create personal connections to enhance their businesses and personal network.

We are continually looking to the future by innovating and bringing new data driven, consumer products to the marketplace in different verticals. To accomplish these goals, we've grown an extraordinarily talented team and have established office locations in Westlake Village, CA and Santa Barbara, CA. We strive to hire and partner with only the best players in the industry.