Director, Contact Center

University of Miami

Medley, FL, United States
On-site
Call center operations
Customer experience strategy
Staff training and development
The University of Miami is seeking a Director for its Contact Center, responsible for overseeing all call center operations, managing staff, and improving service delivery. The ideal candidate will have extensive experience in leadership and operational management, particularly in a customer-focused environment

Job Summary

  • The Director, Contact Center plans and executes all Call Center operations, managing staff and developing processes to ensure continuous improvement in service delivery and quality.
  • Key responsibilities include overseeing appointment scheduling, establishing customer experience strategy, and building a high-performing leadership team.
  • The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, and tuition remission.

Matching Summary

Match Score: 85

The University of Miami is seeking a Director for its Contact Center, responsible for overseeing all call center operations, managing staff, and improving service delivery. The ideal candidate will have extensive experience in leadership and operational management, particularly in a customer-focused environment.

Skills & Requirements

Must-have

  • Call Center Operations
  • Customer Experience Strategy
  • Staff Training and Development
  • Performance Metrics Management
  • Process Improvement Initiatives

Nice-to-have

  • Inspiring Leadership
  • Motivational Work Environment
  • Continuous Improvement Culture

Key Requirements

  • Bachelor’s degree in relevant field
  • Minimum 7 years of relevant experience
  • Strategic Alignment Skills
  • Financial Management Skills
  • Resource Management Skills
  • Adaptability Skills
  • Team Leadership Skills
  • Technology & Analytics Skills
  • Communication Skills

Work Rights

Not specified

Tailored Resume

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