Holiday Office Closure

All of our offices will be closed Wednesday, June 19 in observance of Juneteenth.

Website Banner with Palm Beach County Seal and Photo of Anne Gannon

Director of Contact Center Operations

$100,000 – $140,000/yr (exempt)

Core Responsibilities Include:

  •  Provides effective leadership of the day-to-day operation of the CCRC to develop and guide team members to deliver a positive outcome with every client contact.
  • Fully understand the overall operations of the CCRC to address and implement a long-term strategy of success and growth in alignment with the TCO Vision of providing Exceptional outcomes for the client and staff. Demonstrates a comprehensive understanding of the overall operations of the CCRC to address and implement a long-term strategy of effective operations aligned with the agency’s focus on exceptional service
  • Coordination of analytic, strategic, and technical resources to meet client and organizational expectations to ensure timely monitoring of results.
  • Monitors and uses departmental measures to facilitate employee mentoring, identification of potential process improvement opportunities, and achievement of departmental and agency objectives. Develops a comprehensive quality service program to ensure exceptional client interactions. Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals; conducts interviews and makes hiring recommendations.
  • Coordinates daily work activities organizes, prioritizes, and assigns work; monitors status of work in progress and inspects completed work; confers with assigned staff, assists with complex/problem situations, and provides technical expertise; conducts staff training in proper accounting processes and procedures.  Plans and oversees professional development opportunities for department staff.
  • Interprets, applies, and ensures compliance with all applicable codes, laws, rules, regulations, standards, policies and procedures; initiates any actions necessary to correct deviations or violations.
  • Develops annual budget and monitors departmental expenses.

Qualifications:

Bachelor’s Degree in Business Management, Communications or a related field (Master’s Degree preferred), supplemented by at least eight years of progressively responsible leadership experience in a high-volume Call Center setting with accompanying CRM experience.  Proven thought leadership with a superior ability to drive results with a focus on client service.   Strong ability to motivate, coach and develop client-facing and support professionals. A minimum of five years’ experience with multiple related software systems and programs. Must possess and maintain a valid Florida driver’s license.

We offer a generous benefits package including medical, dental, and vision coverage, paid holidays, participation in the Florida Retirement System, and a comprehensive wellness program.