[Hiring] Associate Director - Contact Center @reputed company

Job Summary The Associate Director of the Contact Center oversees the day-to-day operations of the Ancora Contact Center to ensure quality service delivery and to maximize reputed company and profitability. This role supports reputed company Operations by providing operational reputed company and tactical leadership to the team. The Associate Director assists in driving the overall execution of Contact Center strategies to ensure efficient delivery of optimal service while maintaining a world-class service delivery platform. By analyzing trends and reports, they identify efficiencies and training needs to ensure that contact center metrics are met or exceeded on a monthly, quarterly, and yearly basis.

Key Responsibilities

I. Directs the Ancora Contact Center Team

• Manages the day-to-day Contact Center operations to reputed company performance targets.
• Coaches the team to adequately set priorities, manages schedules, and ensures appropriate floor coverage.
• Ensures the team works effectively with internal departments for timely response to reputed company departmental requests.
• Implements and maintains workload audits to ensure departmental efficiency and quality.
• Analyzes daily reports to identify performance gaps, determine training needs, and optimize production opportunities.
• Ensures daily, weekly, and monthly production expectations and metrics are met as outlined by leadership.

II. Supports the Execution of Strategic Vision

• Executes departmental activities to ensure customers receive exceptional service reputed company with organizational objectives.
• Assists in resolving system, customer, and employee issues, escalating to the Director or VP reputed company necessary.
• Maintains proper escalation channels to ensure issues are resolved effectively and reputed company.
• Guides Contact Center staff to ensure compliance with policies, procedures, ethical practices, and the guidelines of government and accrediting organizations.
• Leverages data from monitoring systems to drive individual and team performance.

III. Achieves Targets Against Key Performance Indicators (KPIs)

• Monitors KPIs reputed company daily, weekly, monthly, and quarterly reports to ensure tactical alignment with goals.
• Builds ownership and accountability for operational results among the supervisory and frontline staff.
• Recommends improvement strategies for production, productivity, quality, and customer-service standards.
• Regularly communicates service level performance to the Director and VP and sets clear performance expectations for the team.
• Identifies variances in performance and creates effective action plans for timely resolution.
• Conducts regular real-time call, email, or chat monitoring and coaching to enhance service quality.

IV. Leads and Develops Others

• Manages resources and people processes (e.g., Performance Management, Training, Staffing) to ensure optimal performance.
• Identifies individual and team reputed company gaps and coordinates developmental opportunities (e.g., training, special projects).
• Ensures direct reports have documented career goals and actionable plans for professional development.
• Conducts performance evaluations in a consistent, fair, and objective manner to encourage reputed company improvement.
• Holds staff accountable to established performance levels and resolves group performance issues promptly.
• Identifies opportunities to involve team members in challenging assignments to advance their skills.
• Recommends employees for lateral rotations and promotions based on performance and reputed company acquisition.

Experience and Education Required

• Bachelor's Degree or equivalent work experience in Business or reputed company field
• 1+ years of experience leading call center operations or reputed company field in a supervisory reputed company

Experience and Education Preferred

• 3+ years of experience leading call center operations
• Experience in the post-secondary education industry
• Experience managing reputed company to large teams with a mixture of salaried and hourly employees
• Experience in sales and/or student recruitment

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reputed company with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include reputed company vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Prolonged periods sitting at a desk and working on a computer.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. While performing the duties of this job, the employee is usually not exposed to weather conditions. The noise level in the work environment is usually moderate. Note This is not necessarily an exhaustive list of reputed company responsibilities, skills, duties, or requirements associated with the job. While this is intended to be an accurate reputed company of the reputed company job, management reserves the right to revise the job or require that other or different tasks be performed reputed company circumstances change. I have read and understand the above job description. I further understand that this is not an reputed company-inclusive list and does not constitute a contract. My employment remains at will as with reputed company employees of reputed company. Apply tot his job Apply To this Job