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Director, Call Center Operations

Ameriflex Business Solutions

This is a Full-time position in Dallas, TX posted December 12, 2021.

Job Description

Ameriflex is currently seeking a full time Call Center Director position for our Corporate office in Dallas, TX.

This is a salaried position with departmental bonus potential.

The normal shift is 8:30 AM-5:30 PM, Monday through Friday.

POSITION SUMMARY: The Director of Member services is responsible for leading a team of Member Services Representatives and Team Managers in order to meet or exceed departmental expectations.

PRINCIPAL DUTIES & RESPONSIBILITIES: (Core Competencies) Responsibilities include:
Uphold the Mission, Vision and Values of Ameriflex
Assess staff performance and provide timely feedback on development opportunities designed to enhance service quality and employee growth
Accountable for the overall operation and strategy of the contact center
Establish and implement policies and procedures to enhance service standards and efficiencies
Prepare and deliver regular performance evaluations, and execute disciplinary action when necessary
Provide direction to employees regarding strategic initiatives
Develop, support and manage team and department goals and set expectations with Member Services Team Managers for key performance indicators
Regularly monitor representative and customer interactions to ensure quality customer service
Collaborate with management to define and implement process redesign initiatives that will increase efficiency and quality while reducing overall costs
Participate in recruiting and retention activities as needed
Create departmental policies and procedures, and effectively communicate changes as they arise
Complete specialized projects as assigned by the executive team, and maintain good working relationships with other areas of the business
Receive and handle escalated participant calls as needed; handle and resolve customer complaints in the best interest of the company and customer
Recognize, document and alert senior leadership and other management of trends in customer calls
Other duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED :
Have superior written, verbal and organizational skills
Lead and mentor staff in various job situations
Have a passion for service
Be proficient in Microsoft Word, Google Apps, Excel and internet based programs
Work well under stressful situations
Have the ability to gather and analyze information and communicate the findings
Have the ability to quickly assess, address and anticipate the needs of our customers
Handle various special projects on an ongoing basis while addressing daily needs for the office
Be able to communicate well with all staff levels
Work well within a team environment and be open to new ideas
Lead and mentor staff in various job situations
Project a professional, positive company image while assisting Member Services managers, representatives and our participants
CREDENTIALS & EXPERIENCE: Bachelors Degree in Business.10 years Customer Service, Call Center, management experience.

PHYSICAL DEMANDS AND WORKING CONDITIONS: Work in an office environment; sustain posture in a seated position for prolonged periods of time; use hands to grasp and reach; occasionally stoop or kneel; see, hear, and speak with sufficient acuity to successfully perform all aspects of the job; use telephone and write or use a keyboard to communicate through written means; lift up to five pounds of weight.

Job Type: Full-time

Education:
High school or equivalent (Required)

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