AdHawk is looking for an experienced Director of Contact Center for strategic planning and execution of all Call Center operations. Your core duties include management and leadership of processes for the continuous improvement of the customer experience with a large emphasis on customer care, quality management, workforce planning, recruiting, coaching and training. You will develop and deploy standards appropriate to the business needs across all performance aspects of Contact Center Services; continually bench-marking our performance against competition.

As the Director you will lead and direct activities that will ensure ongoing evaluation of performance and continuous improvement initiatives to drive effectiveness and efficiency in the department with use of new proven technologies to increase efficiency, and achievement of metrics.

As the Director of Contact Center you will execute the vision for the operation insuring the Call Center meets customer and organization needs. You will succeed as the Director by continually engaging in leading and inspiring your team in developing and documenting best practices in the performance of all duties and responsibilities.

Responsibilities

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Manage and expand client and coworker relationships,Find and close new revenue opportunities within the existing client base
• Insure compliance with regulatory agency guidelines and standards

Requirements

•  
• Minimum 7+ years in a Senior leadership role with over 1MM annual contacts leveraging multiple communication channels (phone, chat, email, etc)
• Prior Operations / Call Center Management experience is required
• Exceptional ability to develop and manage results-oriented recruiting and training programs
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Highly developed communication with a demonstrated ability to work in a dynamic, continual evolving environment
• Hands on experience with contact center workflow, phone queue management
• Knowledgeable on contact center technology such as IVR and Live Chat
• Solid knowledge of business/operational practices and procedures
• Solid analytical skills which result in sound decisions, solutions and recommendations
• Must possess excellent customer service, follow up and organizational skills
• Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
• Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary

Who We Are Our mission at AdHawk is pretty simple: simplify the complicated world of digital advertising for small and medium sized businesses. Whether you're an agency looking to streamline operations with software, a franchise looking to automate lead generation for your franchisees, or a business looking for a dedicated growth partner, AdHawk has you covered. The opportunity is massive, and we have the team to execute the vision…except, well, for you.

Responsibilities

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Manage and expand client and coworker relationships,Find and close new revenue opportunities within the existing client base
• Insure compliance with regulatory agency guidelines and standards

Requirements

•  
• Minimum 7+ years in a Senior leadership role with over 1MM annual contacts leveraging multiple communication channels (phone, chat, email, etc)
• Prior Operations / Call Center Management experience is required
• Exceptional ability to develop and manage results-oriented recruiting and training programs
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Highly developed communication with a demonstrated ability to work in a dynamic, continual evolving environment
• Hands on experience with contact center workflow, phone queue management
• Knowledgeable on contact center technology such as IVR and Live Chat
• Solid knowledge of business/operational practices and procedures
• Solid analytical skills which result in sound decisions, solutions and recommendations
• Must possess excellent customer service, follow up and organizational skills
• Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
• Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary

Who We Are Our mission at AdHawk is pretty simple: simplify the complicated world of digital advertising for small and medium sized businesses. Whether you're an agency looking to streamline operations with software, a franchise looking to automate lead generation for your franchisees, or a business looking for a dedicated growth partner, AdHawk has you covered. The opportunity is massive, and we have the team to execute the vision…except, well, for you.