Call Center Director

Summary

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Essential Duties and Responsibilities

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Onboards dealers for Lead Generation Program and lead results
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Drives call center interviewing and hiring, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Work with dealers on new lead generation and dealer Call Center conversions
• Work with the Digital Marketing Manager and the Marketing Manager to plan and oversee the organization's advertising and promotional activities including print, internet, shows/events, direct mail, TV, and other sources.

Specific Responsibilities of the Job

• Track campaigns prepare performance analysis reports of post campaign and make recommendations to concurrent programs for corrective modifications.
• Maintain open communication lines with all organizations and provide prompt answers to requests and convey concise, clear, and timely information.
• Analyze results of advertisement and marketing campaigns.
• Undertake continuous analysis of competitive environment and consumer trends.
• Research and manage vendor relationships.

Education and/or Experience

• Bachelors or Master’s Degree in Marketing or relevant work experience.
• Proven track record of success in senior marketing roles within the home improvement industry.
• Confident, driven, and dynamic leader.
• Entrepreneurial mindset with the ability to spot original branding and differentiation opportunities.

Salary Range: $105,000 - 130,000

Benefits

In addition to offering medical, dental, and vision insurance, BCI Acrylic also offers 401(k) & 401(k) matching, paid holidays, paid time off, and an employee assistance program. We also provide company-paid short-term and long-term disability, as well as group life insurance.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties and responsibilities of this position, the employee will be sitting at a desk 90% of the time. Specific vision requirements for this position include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee works in an office environment. The noise level in the work environment is consistent with normal office noise levels.

BCI Acrylic Inc. is an Equal Opportunity Employer

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