• Director, Call Center Operations

    Job Locations US-NJ-Union
    ID
    2018-1326
    Type
    Full-Time
    Category
    Management
  • Overview

    If you are a call center leader and love finding and solving problems, please read on.

     

    About Affiliated Monitoring

    Affiliated Monitoring is a high-growth security technology company that keeps millions of people safe by monitoring the security alarm and health systems that protect them. Recently awarded our industry’s highest honor, and with decades of success, we are a rock-solid company that is lucky to leverage today’s technologies to enjoy continued aggressive growth. 

     

    From the moment you walk into our beautiful offices, you get the right entrepreneurial vibe with all the excitement and benefits you’d expect.  However, Affiliated is serious about fostering a healthy work/life balance and time spent with the team will confirm that.  Most importantly you will have the chance to surround yourself with some of the best and brightest people around, working together to help ensure the safety and security of people across the United States.

     

    About The Director of Call Center Operations

    We are seeking a dynamic call center leader to join our senior management team.  The Director of Call Center Operations manages the daily operations of multiple sites and provides leadership for the continuous improvement of the centers. We are seeking someone who will place a strong emphasis on customer care, call quality, workforce planning and technology transformation.

    Qualifications

    What You Need For This Role

    • Bachelor’s degree required
    • Minimum of 10 years call center management experience required
    • Working knowledge of call center technology , including ACD, workforce management, and quality management tools
    • Lead workforce management efforts
    • Proven and demonstrable leadership, management and motivational skills
    • Exudes the ability to inspire, motivate and influence others to achieve
    • Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity

     

    Responsibilities

    What You Will Be Doing

    • At the core of the job is being a dynamic leader and providing strong leadership to the call centers and their management teams
    • Successfully managing the call centers to key performance indicators including customer satisfaction, efficiency, staffing utilization, acceptable turnover, and financial performance
    • Owning the culture of the center, including training, development and QC
    • Championing change within the call center including offering new ideas and continuously develop knowledge and processes within the centers to improve the customer experience, employee satisfaction, and corporate performance
    • Partnering with IT to implement new technologies as the call centers continue to transform into omni-channel contact centers

    What We Offer

    What's In It For You

    • Top pay (salary depending on experience; submit your expectations with your application) and excellent comprehensive benefits package
    • Chance to grow by working with an extremely talented team
    • Entrepreneurial work environment with the freedom to get things done
    • Make a true impact on our company and its services with high-visibility and possibilities for career growth
    • Company outings, catered lunches, team building events and much more
    • Excellent location close to highways

    Benefits and Perks

    • Excellent Comprehensive Insurance Coverage
    • 401(k) Retirement Savings Plan & Employer Match
    • Gym/Fitness Program Reimbursement
    • Access to Corporate Discounts
    • Company Paid Life Insurance
    • And much more…

                                                                                      

    Affiliated Monitoring is proud to be an Equal Opportunity Employer. Affiliated provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

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