Call Center Director

Frontier Communications Solutions is a subsidiary of Citizens Communications Company, a New York Stock Exchange Company (Symbol ?CZN) that is part of the S&P 500 Index. Frontier?s Mission is to be the leader in providing communications services, including telephone, television and Internet, to residential and business customers in our markets. Today Frontier operates in markets in 23 states and provides service to more than 2.3 million customers.

Planning, organizing, directing, and controlling the activities of the Call Center. Lead, manage, and oversee the operations of the Call Center, responsible for customer care, sales, and profit and loss targets for the site. Develop strategies and tactics to ensure this Center reaches objectives. Drive increased sales through an increased focus on sales, sales techniques and sales motivation. Develop call center/customer care policies and procedures that maximize productivity and profitability. Establish and ensure attainment of goals for customer satisfaction ratings, call center staff productivity, order accuracy, and sales conversion rates. Create and execute effective staffing model to meet stringent service level requirements. Provide timely feedback to Marketing on products.

Requirements:
Demonstrated leadership capabilities. - Strong presentation skills. - Familiarity with call center technology, preferably Aspect technology including VRU, screen POPS, and GUIs. - Working knowledge of and expertise with customer information systems and computer software, including Microsoft Excel, Word, Access and Project. Thorough working knowledge of the telecommunications industry. Ability to lead, motivate and assess supervisory, management and individual-contributor staff. Ability to influence others. Ability to take ownership and accountability for revenue goals. Must be able to plan and manage projects successfully. Communicate effectively, both in writing and orally. Interact with a wide variety of individuals, both internal and external, positively and effectively. Independent judgment skills, as well as the ability to make effective decisions quickly.

Minimum of 10 years management experience in a Call Center environment where generating revenue is a key objective. Communication: excellent verbal, written, and listening skills
Interpersonal: ability to work effectively with others, including a diverse population
Problem solving: ability to constructively handle unexpected problems. Strong Analytical and mathematical skills.
Decision making: ability to make sound decisions given the information available
Leadership: ability to lead people to accomplish objectives without creating hostility in the workplace. Takes initiative and demonstrates willingness to act with a sense of urgency.
Subject-matter knowledge: sales, clients, and systems

Bachelors degree preferred


We are an Equal Employment Opportunity Employer