Director of Call Centers

Position Summary: This directorial position assumes full accountability for the coaching and development of the call center(s) supervisory staff. In addition, this position assumes responsibility for call center(s) service execution. The position will foster the process and objectives of goal setting and continual improvement, as well as drive the results/service-oriented culture within the Wausau, Oshkosh, and Green Bay call centers. The Director should posses strong leadership skills, as well as the desire to exceed the traditional duties of supervision and challenge their abilities to create success. Duties and Responsibilities Essential:¨ Manage the processes and procedures of call center service operations¨ Manage the implementation and execution of sales and service material and programs¨ Manage, coach, develop, and conduct performance evaluations of the call center managerial and supervisory staff¨ Maintain a strong statistical base of knowledge. Ability to analyze and assimilate sales, service, and operational information¨ Seek and manage the internal/external feedback process for continual performance enhancement  Â¨ Ensures department processes and records are timely maintained and that department is in complete compliance with Sarbanes-Oxley requirements throughout each fiscal year. Position Requirements¨ Strong management and leadership background. Proven personnel management ability ¨ Solid statistical analysis background¨ Outstanding interpersonal communication skills (verbal and written)¨ Ability to foster the culture of goal setting and continual improvement of ¨ performance ¨ Ability to handle multiple projects and assignments¨ Strong team player with attention to personal accountabilities (group/team dynamics)¨ Ability to challenge and continually improve self-performance¨ Desire to promote and achieve outstanding customer service¨ Strong productivity and sales research/analysis skills¨ Actively encourages and promotes staff/department participation ¨ Maintains awareness of group dynamics and loyalties¨ Fosters direct line communication philosophies ¨ Supports department and staff in working towards company goals¨ Ability to anticipate and react to the consequences of personal decisions¨ Ability to identify, develop and promote capable people¨ Able to develop loyalties among all levels of staff¨ Ability to produce results with performance management standards¨ Ability to communicate clear expectations with consistency ¨ Ability to drive information necessary for decision-making  through all appropriate levels¨ Ability to establish internal and external relationships¨ Employee-centered  Marginal:¨ Other duties as assigned by Contact Center Director, Vice President of Operations and other Corporate Management  Performance Measurements:¨ Feedback from subordinates, peers, and superiors¨ Measures of statistical performance¨ Leadership measures of performance  Qualifications:¨ Minimum of 5 - 10 years management/leadership experience¨    Proficiency in personnel management and development ¨ Fluent PC and related software knowledge ¨ ACD (operations and reporting) experience required¨ Bachelors degree or related experience; or combination¨ Ability to relate well within all levels of corporate operations¨ Outstanding written and verbal communication skills¨ Ability to handle a diverse workload with attention to detail¨ Strong implementation and follow-through skills¨ Strong analytical skills   Company: Footlocker.com/Eastbay Location: Wausau, WI 54401 Salary/Wage: 60,000.00 - 100,000.00 USD /year Status: Full Time, Employee Job Category: Customer Support/Client Care Work Experience: 7+ to 10 Years Career Level: Executive (SVP, VP, Department Head, etc) Education Level: Bachelor's Degree Company: Footlocker.com/Eastbay Contact: Jen Kunkel Address: 111 S. 1st AvenueWausau,WI 54401 Email: Apply by Email