The Director also serves as a teaching faculty member in the Graduate Program in Museum and Field Studies which is housed in the Museum. Candidates will be expected to have a thorough understanding of how natural history museums work as a research facility, cultural heritage organization, and public interface to science. The Director is the administrative head of the Museum with primary responsibility for leadership by offering new ideas and strategies for the future, working with staff and faculty toward a shared vision for the Museum, and by overseeing its management and financial operations. Must be able to manage multiple projects simultaneously, prioritize, and organize effectively.The University of Colorado Boulder invites applications for the Director of the University of Colorado Museum of Natural History.Must be able to lead and motivate others.Proven track record of developing staff and maintaining a high standard of employee relations.Partner with IT to improve applications.Knowledge of broadband products and services and the necessary experience to assess current technical resources and provide recommendations for changes as needed.Experience in analyzing data, creating, and managing call center budgets that align with business objectives, developing strategies/processes and implementing applications required.Excellent communication skills - written, verbal, and interpersonal communication skills across all levels of the organization.Knowledge of key elements that comprise the end-to-end customer experience.Proven success in Call Center management experience - proficiency in utilizing technology (workforce productivity software).Experience with managing an offshore call center operation through third party relationships.Experience in managing, hiring, and training in a remote environment.
6 years’ experience in a leadership role within a Call Center.10 years’ experience – customer care call center.7-10 years of call center management, service focused, in a large call center operation (200-650 employees).A Bachelor’s degree required Masters preferred.Work cross functionally with other Customer Operations teams including Billing & Collections, Shared Services, Business Planning and Human Resources.Ability to deliver against long- and short-term objectives – Service Level, Customer Satisfaction, First Call Resolution, Dispatch Rate, Average Handle Time and productivity goals.Significant individual initiative and proven ability to lead a team with minimal direct supervision and maintain all company mandated scope of support rules, rules of engagement for agents/teams to adhere to company procedures.Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.Implement internships with high potential agents/supervisors always grooming team members for career progression. Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal, and motivation techniques.Foster a culture of consistency, accountability, and continuous improvement.Ensure effective and impactful delivery of training to front line customer facing employees.Oversee employee evaluation, development, and performance management processes.
Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.Oversee processes and procedures, work order accuracy, quality, and adjustments ensure a high level of customer satisfaction and an optimal customer experience.Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.Drive the attainment of key performance indicators including service level, quality, revenue protection, productivity/efficiency, reliability, first call resolution and attrition objectives.
This position is also responsible for ensuring all Company policies, procedures, quality standards, and local, state, and federal regulations are maintained and enforced. This position responsible for providing leadership and day-to-day management of all areas of a fully remote call center including but not limited to customer satisfaction, enhancing the customer experience, leading the Center’s service, workforce management, IT, human resources, facilities, training, and operations teams. The primary objective of this role is to continuously improve customer satisfaction and experience, as well as improve processes and productivity.ĭIRECT HIRE / REMOTE / SALARY: $140 - $150k + Bonus The HT Group is recruiting for a DIRECTOR – CALL CENTER OPERATIONS to provide the overall strategy direction and management of the call center operations within Customer Service.
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