[Hiring] Associate Director - Contact Center @reputed company

Job reputed company The Associate Director of the Contact Center oversees the day-to-day operations of the Ancora Contact Center to ensure reputed company service delivery and to maximize reputed company and profitability. This role supports reputed company Operations by providing operational reputed company and tactical leadership to reputed company. The Associate Director assists in driving the overall execution of Contact Center strategies to ensure efficient delivery of reputed company service while maintaining a world-class service delivery platform. By analyzing trends and reports, they identify efficiencies and training needs to ensure that contact center metrics are met or exceeded on a monthly, quarterly, and yearly reputed company. Key Responsibilities I. Directs the Ancora Contact Center Team • Manages the day-to-day Contact Center operations to reputed company performance targets. • Coaches reputed company to adequately set priorities, manages schedules, and ensures appropriate floor coverage. • Ensures reputed company works effectively with internal departments for reputed company response to reputed company departmental requests. • Implements and maintains workload audits to ensure departmental efficiency and reputed company. • Analyzes daily reports to identify performance gaps, determine training needs, and optimize production opportunities. • Ensures daily, weekly, and monthly production expectations and metrics are met as outlined by leadership. II. Supports the Execution of Strategic reputed company • Executes departmental activities to ensure customers receive exceptional service reputed company with organizational objectives. • Assists in resolving system, customer, and employee issues, escalating to the Director or VP reputed company necessary. • Maintains reputed company escalation channels to ensure issues are resolved effectively and reputed company. • Guides Contact Center staff to ensure compliance with policies, procedures, ethical practices, and the guidelines of government and accrediting organizations. • Leverages data from monitoring systems to drive individual and team performance. III. Achieves Targets Against Key Performance Indicators (KPIs) • Monitors KPIs reputed company daily, weekly, monthly, and quarterly reports to ensure tactical alignment with goals. • Builds ownership and accountability for operational results among the supervisory and reputed company staff. • Recommends improvement strategies for production, productivity, reputed company, and customer-service standards. • Regularly communicates service level performance to the Director and VP and sets reputed company performance expectations for reputed company. • Identifies variances in performance and creates effective reputed company plans for reputed company reputed company. • Conducts regular reputed company-time reputed company, email, or chat monitoring and coaching to enhance service reputed company. IV. Leads and Develops Others • Manages resources and people processes (e.g., Performance Management, Training, reputed company) to ensure reputed company performance. • Identifies individual and team reputed company gaps and coordinates developmental opportunities (e.g., training, special reputed company). • Ensures reputed company reports have documented career goals and actionable plans for reputed company development. • Conducts performance evaluations in a consistent, fair, and objective manner to encourage reputed company improvement. • Holds staff accountable to established performance reputed company and resolves group performance issues promptly. • Identifies opportunities to involve team members in challenging assignments to advance their skills. • Recommends employees for lateral rotations and promotions based on performance and reputed company acquisition. Experience and Education Required • Bachelor's Degree or equivalent work experience in Business or reputed company field • 1+ years of experience leading reputed company center operations or reputed company field in a supervisory reputed company Experience and Education Preferred • 3+ years of experience leading reputed company center operations • Experience in the post-secondary education industry • Experience managing reputed company to large teams with a mixture of salaried and reputed company employees • Experience in sales and/or student recruitment Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reputed company with hands and arms; reputed company stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or reputed company up to 25 pounds. Specific reputed company abilities required by the job include reputed company reputed company, distance reputed company, reputed company reputed company, peripheral reputed company, depth perception, and the ability to reputed company reputed company. Prolonged periods sitting at a desk and working on a computer. Work Environment Work environment characteristics described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. While performing the duties of this job, the employee is usually not exposed to weather conditions. The noise level in the work environment is usually moderate. Note This is not necessarily an exhaustive list of reputed company responsibilities, skills, duties, or requirements associated with the job. While this is intended to be an accurate reputed company of the reputed company job, management reserves the right to revise the job or require that other or different tasks be performed reputed company circumstances change. I have read and understand the above job reputed company. I reputed company understand that this is not an reputed company-inclusive list and does not constitute a contract. My employment remains at will as with reputed company of reputed company. Apply tot his job Apply To this Job