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Director of Call Center Operations – Los Angeles, CA

Oldcastle BuildingEnvelope

This is a Contract position in Los Angeles, CA posted March 29, 2021.

Job ID: 273881

C.R. Laurence Co., Inc. (CRL) is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.

What will you be responsible for:

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Leads and cultivates a positive team environment and provide ongoing guidance and career development opportunities to direct reports
  • Develops, coaches and motivates team driving to high levels of engagement and satisfaction
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

This is the job for you if:

  • Exceeding customer expectation is your passion. You can be both tactical and strategic: Capable of developing and implementing plans to hit company goals and are experienced leading a busy and vibrant call center
  • You are obsessed with delivering outstanding customer experience to our customers every time and will not stop until resolution
  • You are a strong communicator and can interact across various levels with ease
  • Will have the ability to track and follow up effectively and concisely relay information to cross functional partners and senior management
  • You believe in proactive collaboration: Self-starter who can work in teams from cross functional departments
  • You are learning driven: Open to continuously improving on processes and working knowledge and how to coach and lead your team to continuous learning and development
  • Being results focused describes you: Ability to track minor and major details and follow up accordingly

Skills, knowledge and abilities we are looking for:

  • Lead, inspire and manage teams through leading by example & continuous coaching to ensure they realize their full potential,
  • Set clear expectations and commit to the delivery, takes pride in achieving highest standards and results. Hold people accountable for their commitments and delivery.
  • Have a passion for exceptional customer experience, growth, insist on innovation, never settle for good enough, take the lead and seek new opportunities
  • Externally oriented, bring the voice of customer in everything we do and the decision we make, go the extra mile to exceed customer expectation
  • Results focused, bring sense of urgency to getting things done and making tough decisions, avoid over-analyzing or debating, drive for simplification by keeping end goal in sight

A few of things we require:

  • Bachelor’s degree in Business Administration or related fields
  • Extensive experience in leading a large-scale Call Center operation
  • 10+ years of progressive career in a call center or customer service-related environment
  • 5+ years of management experience leading and coaching leaders & teams
  • Outstanding communication skills both written and verbal
  • Experienced with Microsoft Suite (MS Outlook, Word, Excel, PowerPoint) and Cisco phone systems
  • Experience with large-scale change management projects
  • SAP Experience is preferred

What CRH Americas Offers You

  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion

About CRH Americas

CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.

C.R. Laurence Co., a CRH company, is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH family!

CRH Americas is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability