Job summary
Job post source
This job is from a recruiting firm hiring for a separate company as the description references an insurance company rather than Stelvio Group directly.
Job overview
The Call Center Director role leads call center operations for an insurance company's customer engagement center, focusing on vendor management, operational efficiency, and team leadership across multiple locations.
Responsibilities and impact
The director manages vendor relationships, oversees call center operations and staffing, drives incentive programs, uses data analytics to improve performance, collaborates with marketing and sales teams, and leads a large team across four locations to enhance customer experience and call center effectiveness.
Compensation and benefits
The position offers a salary range of $90k to $100k plus a 7.5% performance bonus, with no additional benefits specified.
Experience and skills
Candidates should have strong leadership skills, experience managing call center operations and vendor relationships, proficiency in data analytics, and the ability to collaborate cross-functionally with marketing and sales teams.
Work environment and culture
The role suits a leader who thrives in a fast-paced environment and values optimizing customer engagement, indicating a dynamic and performance-driven culture.
Team overview
The candidate will lead a team of about 60 people at each of four locations, including analytics, training, and call center performance staff.
Job location and travel
The position requires working five days per week at the Fort Washington location.
Unique job features
The role involves piloting strategies for an in-house call center model and optimizing online chat as a revenue tool, highlighting innovative operational improvements.
Company overview
Stelvio Group is a diversified multinational corporation specializing in automotive technology, industrial automation, and advanced engineering solutions. They generate revenue through the sale of high-precision components, integrated systems, and cutting-edge software to automotive manufacturers and industrial clients worldwide. Founded in 1985, Stelvio Group has a rich history of innovation, marked by the development of several industry-first technologies and strategic acquisitions that have expanded their global footprint. The company is known for its commitment to sustainability and continuous improvement, making it a leader in its field.
How to land this job
Position your resume to highlight leadership experience in managing multi-location call centers, emphasizing team size and operational scope that match Stelvio Group's scale.
Focus on vendor management skills, showcasing experience in balancing cost optimization with service quality and managing offshore or nearshore partnerships.
Emphasize your expertise in using data analytics and KPIs to drive operational improvements and strategic decision-making in call center environments.
Demonstrate your ability to integrate call center operations with marketing and sales teams to enhance customer experience and revenue generation.
Apply through Stelvio Group’s corporate website and LinkedIn to maximize visibility and leverage multiple application channels.
Connect with Stelvio Group’s call center or customer engagement team members on LinkedIn; use ice breakers like commenting on recent company initiatives in customer experience or asking about their approach to vendor partnerships.
Optimize your resume for ATS by incorporating keywords such as 'call center operations,' 'vendor management,' 'customer engagement,' 'KPI tracking,' 'data analytics,' and 'team leadership.'
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