Job Description

Aligned Solutions has partnered with a nationwide company and we are seeking a highly experienced and strategic Executive Director for their Contact Center based in Boca Raton, FL. The ideal candidate will be a visionary leader with a strong background in managing large-scale contact center operations. This role demands an individual who can drive customer satisfaction, operational efficiency, and revenue growth through innovative strategies and exceptional team leadership.

Key Responsibilities:

• Strategic Leadership: Develop and implement the strategic vision for the Contact Center, aligning with the organization’s overall business goals and objectives.

• Operational Management: Oversee the day-to-day operations of the Contact Center, ensuring the highest levels of customer service and operational efficiency are maintained.

• Team Leadership: Lead, mentor, and develop a diverse team of contact center professionals, fostering a culture of excellence, accountability, and continuous improvement.

• Customer Experience: Champion initiatives that enhance the customer experience, leveraging data and analytics to drive decision-making and optimize customer interactions.

• Budget Management: Manage the Contact Center’s budget, including staffing, technology, and other operational expenses, ensuring financial targets are met.

• Technology Integration: Collaborate with IT and other departments to integrate and optimize contact center technologies, including CRM systems, telephony, and workforce management tools.

• Performance Metrics: Establish and monitor key performance indicators (KPIs) to assess the efficiency and effectiveness of the Contact Center, implementing corrective actions as needed.

• Compliance and Risk Management: Ensure compliance with all relevant regulations, policies, and procedures, while proactively managing operational risks.

• Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders, including senior leadership, clients, and partners.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field; MBA or advanced degree preferred.
• Minimum of 10 years of experience in contact center management, with at least 5 years in a senior leadership role.
• Proven track record of driving operational efficiency, customer satisfaction, and revenue growth in a large-scale contact center environment.
• Strong leadership and team management skills, with the ability to inspire and motivate a large, diverse team.
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
• In-depth knowledge of contact center technologies and best practices.
• Strong communication and interpersonal skills, with the ability to influence and build consensus at all levels of the organization.
• Experience managing budgets and financial performance.

Why Join Us?

This is an exciting opportunity to lead a dynamic and growing contact center in a vibrant location. We offer a competitive salary, comprehensive benefits, and the chance to make a significant impact on our organization’s success.

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