About the role

CRNCY Group is looking for a Director of Contact Center to lead its contact center operations, performance, technology and team, and to support the business as it grows locally and internationally.

Responsibilities

Lead contact center operations and strategy
Set and track KPIs, analyze performance data and report to leadership
Write policies and procedures for end-to-end customer communication
Grow the customer base, loyalty and retention, and help open new markets
Select and implement omnichannel, CMS, LMS and dialer platforms
Run outbound campaigns
Identify training needs, and coach, hire and develop the team
Work with other departments, vendors and partners on service quality
Run staff recognition programs

Requirements

Bachelor's degree in business or a related field, or equivalent contact center leadership experience
5+ years as a manager in a contact center
Has built or redesigned a contact center from the early stages at least twice as a manager
Experience with omnichannel software such as UContact, Genesys or Avaya
KPI design and workforce management
Experience with LMS, CMS and project management tools, Excel and MySQL
Budgeting, forecasting, P&L and workforce optimization
Experience launching new products and communicating with C-level leaders
Knowledge of digital lending and payment platforms