Contact Center Director - Remote

Overview

The Stafi Live Director oversees the strategic direction, operations, and performance of Stafi’s Intake & Reception Service. This role ensures the delivery of exceptional client experience, the achievement of operational and revenue goals, and the continuous development of a high-performing agent team.

In Short

• Lead planning and implementation of service operations.
• Develop and enforce standard operating procedures (SOPs).
• Monitor service delivery metrics and financial performance.
• Identify opportunities for process optimization.
• Oversee onboarding for new clients.
• Collaborate with clients to understand their needs.
• Directly manage and mentor a team of agents.
• Manage telephony and CRM systems.
• Track KPIs and generate performance reports.
• Recommend strategies for growth.

Requirements

• Experience in client management and customer service.
• Strong leadership and team development skills.
• Proficiency in CRM and telephony systems.
• Ability to monitor and report on performance metrics.
• Excellent communication and problem-solving skills.
• Experience in process optimization.
• Knowledge of compliance regulations.

Benefits

• Opportunity to lead a high-performing team.
• Flexible working environment.
• Professional development opportunities.
• Competitive compensation package.
• Supportive company culture.