Director of Call Volume Management

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The Director of Call Volume is a newly created position for the new National Command Center. This organization will create the staff scheduling and utilization plans for the 5 call centers.  This organization is being formed to:  Define role clarity, more efficiently segregate planning, execution, and control for Call Volume Management, Align resources to directly support site execution against the national plan, and Ensure cross site consistency driven by a strong national infrastructure. 

The role of the National Call Volume Director is responsible for developing solutions to complex business problems. Errors in this strategy result in failure to achieve critical goals and organizational objectives.  Has considerable latitude in setting direction for their business lines.  Executes and recommends modifications to organizational processes which lead to increase efficiency.  Based on extensive data analysis and experience, they will make decisions which will influence the effectiveness of the national strategy to ensure its success in meeting our client and business goals.

 

Leads the national load balancing strategy development and creates requirements for all levels of management to execute in order to achieve critical organizational goals of a high quality customer experience at a reasonable cost. Exercises influence on a broad level in the organization, including making real-time decisions as circumstances change. This position leads a team of analysts and senior analysts who are responsible for driving the business to achieve customer and contractual agreements.

 

Major responsibilities include:

? Resource Allocation - Preplanned & Intraday

? Management of Call Volume Events

? Call Routing

? National Director Meetings

? Staff & Team Development

? Project Management

 4-6 years of business and/or call center experience preferred

? Ability to work well both independently of manager and as a team member

? Proven ability to communicate verbally and in written form

? College degree or equivalent experience

? Analytical ability a must

? Demonstrated leadership and motivational skills

? Creative problem solving, analytical and project management skills

? Strong communication and interpersonal skills

? Sound decision-making ability and risk management skills

? Able to manage multiple tasks and projects simultaneously in a rapidly-changing environment

?   Experienced using Microsoft Office Applications 

? Flexibility

?   All Console tools, systems, and resources