Job description
Director of Contact Center
Onsite, Brooklyn NY
Compensation Range : $65-$75/hour
The Director of Contact Center will be responsible for overseeing and managing the Contact Center team while playing a key role in its growth and optimization. The ideal candidate should have a deep understanding of Contact Center technology and prior experience in a Contact Center environment. The Director will work closely with cross-functional teams and business unit leads to design and implement Contact Center solutions that meet the strategic needs of the company.
What You'll Do:
About Infinity Consulting Solutions
At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.
ICS is an Equal Opportunity Employer.
Onsite, Brooklyn NY
Compensation Range : $65-$75/hour
The Director of Contact Center will be responsible for overseeing and managing the Contact Center team while playing a key role in its growth and optimization. The ideal candidate should have a deep understanding of Contact Center technology and prior experience in a Contact Center environment. The Director will work closely with cross-functional teams and business unit leads to design and implement Contact Center solutions that meet the strategic needs of the company.
What You'll Do:
- Oversee the call center operations and lead its growth and development
- Manage team performance, handle spikes in call volume, and bring in new technologies to improve operations
- Evaluate current contact center technologies and conceptualize new strategies and platforms.
- Responsible for Avaya hardware, including VoIP and digital handsets, Navia PBX, and Avaya Aura (Session Manager, System Manager, Call Manager, and ACD systems)
- Collaborate with other departments to ensure seamless operations and customer satisfaction
- Conduct internal client assessments and act as technology partner between call center and technology teams
- Provide guidance and support using knowledge of Contact Center systems, including Contact Routing and CTI, IVR, Call Recording, and Workforce Management
- Develop internal documentation and identify new product opportunities for expansion and improvement
- Collaborate and negotiate with internal clients to deliver quality solutions
- Bachelor's Degree in Computer Science, Electrical Engineering, or similar degree. Advanced degree preferred.
- 10+ years of IT experience, with extensive experience managing Contact Center technologies and recent experience in a leadership role.
- Expertise in Contact Center domain and experience with Contact Center products
- Navia PBX, and Avaya Aura
- Expert with call flows, IVR, conversational AI, etc.
- Ability to analyze and manage projects, build relationships with diverse communities and leadership
- Strong experience managing budgets, team members, and SLA's.
- Strong leadership and management skills, experience in call center operations and optimization
- Excellent communication and interpersonal skills
About Infinity Consulting Solutions
At Infinity Consulting Solutions our mission is to cultivate successful long term relationships with candidates and clients matching the right candidate with the right client. We believe technology cannot replace the real personal relationships we cultivate. We reject the notion that technology alone is the answer to staffing which is why we our successful partnerships rely on collaboration NOT automation. ICS has been providing flexible staffing solutions for over 20 years in Information Technology, Compliance, Accounting / Finance and Corporate Support. Our staffing solutions include Contract, Temp to Perm and Permanent Placement.
ICS is an Equal Opportunity Employer.
- W2 employees of ICS are offered comprehensive benefits including health, dental and vision.
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