Description
Together we change lives.
Kelly is a team of experts driven by our belief that the impact of the right person in the right job is limitless.
No matter where you are in your career journey you can apply your knowledge and passion to move people, organizations, and communities forward. You'll have opportunities to grow your expertise and capabilities, both professionally and personally. As a team we celebrate inclusion, caring and collaboration. As a company we value your contribution, we work with integrity, and we always put people first – so your impact really will change lives.
Our Sr Director Kelly Education Contact Center Operations is accountable for successful direction of:
- Leading a team of upwards of 100 professionals indirectly and directly 3-5 Manager Level professionals
- Ensuring that every customer interaction across all communication channels including text, chat, email, and phone is handled efficiently and effectively
- Strategically reducing phone call volume and promoting non-verbal communication channels and enhance operational efficiency and align our services with evolving customer preferences
- Implementing industry best practices, develop quality assurance programs, and ensure compliance with all regulatory requirements
- Maintaining and optimizing integrated CCaaS and case management platforms, ensuring data accuracy, and leveraging artificial intelligence and automation tools to enhance the customer experience
- Working closely with senior business unit leadership and Kelly Services IT to drive efficiency, develop strategy, and execute change initiative
Essential Skills, Knowledge, and Experiences:
- 10 years of experience with large Contact Center Oversight and management of 100+ Agents with the ability to mentor, guide, and develop a large team of high performers
- Understanding of customer satisfaction drivers and how to implement processes that reduce call volume, improve first-contact resolution rates, and increase efficiency
- Experienced with advanced omnichannel platforms IE NICE, Five9, ServiceNow, Zendesk
- Hands on experience implementing AI driven technologies and automation tools in a contact center environment
- Understanding of KPIs and how to use data to drive continuous improvement
- Strong capability to quickly address operational challenges, streamline processes, and make strategic decisions to scale operations
- Clear and effective communication internally within team and externally with stakeholders
This is a virtual role in the United States. Candidates that apply must have the ability to work 8am-5pm EST, and have flexibility to shift hours based on contact center business needs between the hours of 530am-7pm EST.
Compensation package and benefits applicable to the position – understanding that each person has unique professional and personal needs focused on your total well-being. Our range of Benefits for full-time employees can be explored at: Kelly Corp Benefits & Perks - USA
Kelly is an equal opportunity employer committed to employing a diverse, equitable and inclusive workforce, including, but not limited to, race, gender, individuals with disabilities, protected veterans, sexual orientation, and gender identity. Equal Employment Opportunity is The Law.
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