Hirewell has been exclusively retained by a leading commercial real estate property manager to lead the search for a Vice President - Call Center Operations. This position, to be held in Florida, will be focused on driving business growth through expansion of property management services to third-party property owners by offering a best-in-class customer service call center. Specific responsibilities include the recruitment and development of a team that will bring a customer-centric view and high expertise to their everyday roles, leading a fast-growing call center to provide an exemplary customer experience and developing actionable strategies, objectives and plans to deliver short term and mid-term company goals. Ideal candidates will have 5+ years call center experience and a bachelor's degree in business or related fields.
Responsibiliti
- esResponsible for ensuring that supervisors and managers have the appropriate tools to meet/exceed service level agreemen
- tsAccountable for designing and driving usage of call center reporting both in real-time and historic
- alAccountable for precise scheduling and resource manageme
- ntResponsible for exceeding customer experience KPIs such as Schedule Adherence, First Call Resolution, Quality Assurance, and Production Contributi
- onResponsible for driving continuous Cx improvement. Responsible for driving employee engagement, development, and career growt
- h.Responsible for hiring, development and performance management of sta
- ffPartner with Operations leaders from Customer Service, Contact Center Technology, Oversight, and Business Analytics to align business initiativ
- esDevelop and execute staffing and coverage plan to allow team to support growth of sales and to support the current goals set for appointment
- s.Managing day-to-day call center operations to ensure smooth work flow and achieve predetermined goal
- s.Manage and implement updates to policies, procedures and templates to ensure site goals and objectives are me
- t.Work closely with Marketing in order to better understand customer and business needs and improve customer contact rati
o.
Requireme
- nts
Technical acumen in contact center tools such as phone system, email, chat, customer feedback, workforce management, scheduling and forecasting, capacity plan - ning3-5 years leading managers and supervisors and 100+ total
- FTEStrong workforce management skills as it pertains to a large contact center teamExtensive experience with contact center metric anal
- ysisDemonstrated people leadership and employee develop
- mentStrong process improvement, reducing employee and customer pain po
- intsStrong communication skills with ability to effectively collaborate with various leadership levels and/or depart
- mentBachelor's Degree in Education, Communications, or related field; or equivalent combination of education and work experie
- nce.A track record of building a successful call cen
- ter.Strong coaching and performance management backgro
- und.An excellent knowledge of Call Center monitoring and tracking systems, Salesforce, 5/9, CRM’s, Excel, Power Point, Contact Management Systems prefer