Join Our Del-Air Contact Center Team!
We are seeking an experienced and strategic Contact Center Director who will be responsible for partnering with our business process outsourcing provider and other vital third-party partners to lead Del-Air’s customer facing, contact center strategy. This role will report to the VP of Residential Service and Replacement (RSR).
What We Offer:
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Competitive compensation package with a Daily Pay option!
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Opportunities for professional growth and advancement within a dynamic team environment.
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Comprehensive benefits package, including:
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Company Paid Life Insurance
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Company Paid Telehealth Program – MDLIVE
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401k Retirement Plan w/ Employer Match
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Medical, Dental, and Vision Plans
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Supplemental Benefit Plans (Disability, Accident, Critical Illness, etc.)
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And more…
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Corporate Wellness & Safety Programs
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Referral Bonus Program
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A supportive and collaborative work culture where your contributions are valued and recognized.
What You'll Do:
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Directs all 3rd party contact center vendor partners in day-to-day activities that supports Del-Air’s Residential Service and Replacement business.
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Fosters daily communication between internal operations partners and external vendors to optimize business performance and 3rd party vendor staffing.
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Management of third-party vendor monthly bills/invoices against established budget.
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Working with vendor partners and Del-Air’s IT / Finance team, pulls and shares applicable contact center reporting with key stakeholders.
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Drives monthly and quarterly business reviews with 3rd parties.
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Assesses operational and financial risks associated with 3rd parties and recommends methods of mitigating associated risks
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Works collaboratively with other departments to ensure service, quality, and other company wide goals associated with the contact center are met.
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Coaches 3rd party vendor partners to support internal staff and customers.
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Evaluates current processes and procedures to identify areas needing improvement.
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Monitors established 3rd party KPIs for risk and opportunity as well as established daily, weekly, monthly reporting.
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Adjusts workforce requirements based on changing / dynamic forecasts.
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Partnering with Del-Air Marketing leadership and operations, ensures marketing programs are correctly implemented and tracked via 3rd parties.
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Establishes internal scorecards to manage 3rd party partners.
What You'll Bring:
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Bachelor’s degree in Management or related field.
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Minimum 10 years experience of a large, fast paced customer service operation, preferably in the home services industry.
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Minimum, 5 years leading a contact center in the home services industry.
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Ability to leverage IT systems and to develop/monitor Key Performance indicators to measure third party performance.
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Expert communicator with analytical abilities.
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In-depth knowledge of contact center technology and other business systems.
Desired Competencies:
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Flexibility
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Communication Proficiency
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Collaboration Skills
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Customer/Client Focus
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Technical Capacity
If you're ready to make a Del-Air difference in the lives of our customers, we want to hear from you! Join us in creating comfortable, energy-efficient spaces for our community. Apply now to embark on an exciting career journey with us!
We are accepting applications by replying to this job posting. Please submit a resume or detailed description of the job history to be considered for the position.
We are an Equal Opportunity Employer and a Drug-Free Workplace
Military Friendly Employer