Director of Contact Centers

Job Summary

A company is looking for a Director of Contact Centers who will oversee and implement strategic planning for various customer service operations.

Key Responsibilities

• Lead and mentor staff while delegating tasks appropriately
• Evaluate employee productivity and customer service skills through regular monitoring
• Analyze and implement technology and process changes to improve operational effectiveness

Required Qualifications

• Bachelor's degree or equivalent experience
• Front line customer service management experience, preferably in sales by telephone
• Ability to analyze call center metrics for operational decisions
• Previous experience in the airline or travel industry preferred
• Previous call center experience preferred