18 days old

Call Center Director

Kelly Services
Burbank, CA 91506
Kelly Services is immediately hiring for a Call Center Director for one of our customers in Burbank, CA. Our client is a leading non- profit company looking for an enthusiastic, organized, highly experience candidate to join their team.


M-F: open 6 days a week M-Sat (primarily M-F; generally open at 7am) Flexible to work on Sat.


100k+ DOE


+ Direct the entire operations department, serving as the key responsible person in the management of Call Center operations.

+ Collaborate with the COO, IT department, and additional key stakeholders to further develop the current Call Center infrastructure from its current state into a broader future state model focusing on providing the highest level of customer service.

+ Provide strong, dynamic leadership that mentors, develops, and guides the management team to help strengthen specific knowledge/skill areas needed to achieve highest performance.

+ Lead management team in the optimization of schedules, team strengths, and performance.

+ Oversee the management team in the creation, modification, implementation, and management of standards, processes and procedures for all administrative practices associated with the Call Center and internal department, ensuring that any changes to policies, workflow, processes, or procedures follow the existing approval process.

+ Champion new processes and procedures to positively effect change within the department.

+ Actively support and oversee the management team as they conduct personnel activities including scheduling of staff to ensure adequate coverage, managing, recruiting, training, cross training, educating, evaluating, disciplinary actions, staff development and team goals, and other personnel actions as required.

+ Assess department needs including organizational challenges and necessary changes, and oversee the development and implementation of strategic, effective, and innovative solutions and goals that drive performance and lead to the achievement of goals.

+ Immediately bring to COOs attention any areas of concern or items in need of correction.

+ Personally maintain a current understanding of policies and procedures to ensure the effective support of CS departments.

+ Oversee the management team in the development and management of reports for monitoring call volume and length.

+ Work with management to monitor service calls to observe staff demeanor, message accuracy, and conformity to organizations policies.

+ Provide regular reports to Executive Management, as deemed appropriate by the COO.

+ Partner with Information Governance and management to direct the established standards for all administrative practices associated with record-keeping.

+ Ensure departmental communications are in-line with overall company guidelines, and that they are consistent across all programs.

+ Work with Project Manager and COO on any special projects as assigned.

+ Must be able to work on Saturday and Sundays as needed.


+ Bachelors Degree or equivalent required

+ Minimum 10-15 years of experience as a Manger in a high-volume Call Center setting.

+ High volume phone queue experience required

+ Strong understanding of Call Center statistical analysis and reporting.

+ Proven history of successfully managing complex teams and departments.

+ Experience in the Motion Picture and Television Industry and Unions is preferred

**Why Kelly** **** **?**

Youre looking to keep your career moving onward and upward, and were here to help you do just that. Our financial staffing experts will connect you with premier companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in in your career. It all adds up.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.


Posted: 2022-05-02 Expires: 2022-06-02

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Call Center Director

Kelly Services
Burbank, CA 91506

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