Responsibilities
- Work onsite at the downtown Saratoga Springs, NY location, collaborating with over 40 call center team members in a fast-paced, customer- and sales-focused environment.
- Collaborate with key stakeholders to develop and execute strategic contact center initiatives that align with customer service and revenue generation goals.
- Manage daily contact center operations to consistently meet and exceed customer satisfaction metrics and sales performance targets.
- Use data-driven insights and analytics to inform staffing decisions, optimize workflows, and identify growth opportunities.
- Design and implement innovative customer engagement solutions that enhance customer experience and directly contribute to top-line sales growth.
- Lead and inspire a geographically distributed team, ensuring alignment with organizational goals for service delivery and sales performance.
- Train and oversee supervisors to ensure all front-line agents have the tools, knowledge, and sales training to deliver exceptional service and drive conversions.
- Monitor system dashboards and case management reports to assess performance impact, proactively implementing changes to improve efficiency and revenue outcomes.
- Champion initiatives that position the contact center as a key revenue driver and customer experience leader within the organization.
- Ensure support systems operate efficiently and are continuously improved to support seamless customer service and maximize sales opportunities.
Requirements
- Bachelor’s degree in business, finance, or a related field.
- 10+ years of job-related experience managing call center or contact center operations, with ideally 4 years of multi-site responsibility.
- Strong analytical skills and a preference for working with metrics.
- Familiarity with best-in-class call center management principles, metrics, and practices.
- Dynamic, results-driven leadership style.
- Experience partnering with business stakeholders across geographies and functions to improve support.
- Advanced problem-solving skills to address complex and multi-faceted business problems, with a strong quantitative orientation.
- Familiarity with cloud-based contact center systems and solutions.
- Excellent organizational skills and ability to manage multiple projects in a fast-paced environment.
- Outstanding verbal and written communication skills.
- Desire to be part of a high-growth, transformational company focused on providing a great customer experience to enable growth.
Benefits
- Competitive rate of pay and a generous benefits program.
- Salary commensurate with experience.
- Medical, dental, life, vision, short-term disability, and long-term disability insurance program.
- Paid vacation time, paid sick time, and paid holidays.
Compensation
Salary commensurate with experience
Work Arrangement
On-site — US-NY-Saratoga Springs
Other
- Language: English (implied by US location and posting language).
- Work onsite and in person at downtown Saratoga Springs, NY location.
