Contact Center Director in Tustin, CA at ConsultNet

Date Posted: 6/17/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Tustin, CA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    6/17/2020
  • Job ID:
    20-00913

Job Description

Contact Center Director
Orange County, CA
Direct Hire
Salary: $160k plus DOE
 
Our client is searching for a seasoned Contact Center Director (Genesys Pure Connect) to lead a highly dynamic and visible team in the organization. This role directly contributes to the front-line output of the company and requires an individual that is very detail oriented but can also work quickly in the case of emergency. Must have a proven record managing vendors and employees. The right fit for this role would be someone who has a VERY STRONG technical background but can also interface directly with business including the CEO. This role reports Directly to the SVP of Enterprise Development and is considered a direct technical SME for the business.
 
Required Skills:
  • 10+ years of information systems experience with successes in networking and software solutions
  • 5+ years development of reports and KPI identification proven as assets to the company
  • 5+ years management experience with proven experience leading teams
  • 5+ years Genesys PureConnect contact center platform development and administration
  • 3+ years Twilio experience
  • 5+ years financial industry experience, mortgage industry preferred
  • 2+ years BI reporting (Tableau) experience
  • Strong financial and business experience
  • Ability to create and develop strong vendor relationships
  • Exceptional verbal and written communication
  • Strong negotiation skills for vendor rates is a must
  • Growth/Vision mindset for the contact center and the ability to execute on that vision
  • Communicate clearly and concisely to business leaders any issues
  • Ability to leverage MS SQL for problem identification and contact list management
  • Be able to identify and report software vulnerabilities proactively
  • Azure DevOps with an agile mindset
  • Bachelors degree in Computer Engineering or Business Administration or Equivalent work experience in a largely similar role
Bonus/Soft Skills:
  • Develop digital signage solutions to motivate sales teams with accurate reporting and relevant KPIs
  • Work with SVP of sales to create strategy for monthly sales growth and direct the monthly sales awards presentation
  • Graphic design experience is a plus
  • Web development experience preferred
  • A team member with sales experience is a plus
  • Experience with AV and broadcasting systems is highly desired

Be a part of the ConsultNet difference. As a leading national provider of IT staffing and solutions, ConsultNet delivers exceptional services to startup, midmarket and Fortune 1000 companies across North America. Since 1996, we've partnered with clients to create rewarding opportunities for our consultants, successfully building teams that have surefire results.

In the past two years alone, we have placed more than 1,500 consultants in contract, contract-to-hire, or direct placement opportunities. We understand communication is key to finding the right job that matches your skills and career goals. For us, it's not just the work that we do; it's how we do the work. Our breadth of offerings extends to multiple IT positions in major markets throughout the country, see more at www.consultnet.com