Contact Center Director

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career ELS is hiring a Director, Contact Center in our brand new facility in Biloxi, MS. What you’ll do: The Contact Center Director plans and oversees all aspects of the Contact Center including employee, facilities and vendor management. Your job will include: Manage employees to oversee the development and ongoing operations of inbound, outbound and administrative functions of the site. Ensure that employees have a safe and secure work environment and that the overall employee work experience is positive and conducive to the success of the contact center. Manage the day-to-day activities of the site’s vendors. Maintain responsibility for the performance, efficiency and profitability of call center employees who support inbound reservation and customer service-related calls for our membership base. Work closely with senior management to develop and implement business strategies and goals with respect to referrals, upgrades and customer self-service options. Participate in the design of bonus, recognition and commission plans to support the achievement of revenue and profitability goals. Track monthly and quarterly metrics to identify opportunities for improvements in customer service processes and procedures. Create and present monthly and quarterly performance reports. Recommend system enhancements, programs and projects to improve productivity, efficiency, cost management and overall performance of the call center. Skills & experience you bring: Bachelor’s degree, or an equivalent combination of education and experience. Five or more years of experience building and managing a call or contact center. Effective analytical skills, including a working knowledge of financial statement analysis, staffing models, scheduling and telecommunications opportunities. Ability to prioritize and manage multiple projects simultaneously, drive projects to completion and meet deadlines. Strong knowledge of Microsoft Office Suite, specifically Excel; knowledge of Salesforce CRM preferred. Excellent written and verbal communications, leadership and organizational skills. Dynamic leadership and interpersonal skills, including coaching, facilitation and conflict resolution. Experience successfully managing transformations related to changes in technology, processes and policies. Ability to develop and manage results-oriented recruiting and training programs. Experience working in a cloud-based environment with contact center technologies, preferably Varient and/or IEX. Experience with loyalty and/or membership programs preferred. We invite you to visit our web site at www.equitylifestyleproperties.com for additional information regarding our exceptional resort communities. As an Equal Opportunity Employer, we welcome and thank all applicants.