Job description

Contact Center Director

REPORTS TO: COO

About the Company

Trojan Storage started back in 2007, when two USC Trojan alumni’s brought a five-star self-storage experience to life. What do we stand for? Clean, simple, and streamlined storage with top-of-the-line customer service. We infuse this belief into all our locations – always striving to be the best self-storage facility in the area.

Are you looking for a career with a healthy work-life balance and amazing growth opportunities? Well then, apply today for our Contact Center Director position at El Segundo, CA and start your journey today!

Job Description:

This position is designed to implement and support all projects related to the contact center. Deep knowledge of the managed sub-function and solid knowledge of the overall department function. This program is intending to be primarily an internal program/initiative. The Director will need to coordinate with Operations (customer service), Marketing, and Sales to ensure the solution will satisfy their strategic requirements. Additionally, the Contact Center Director is to understand the business needs of the organization and develop solutions based on Contact Center technology to satisfy those needs. This permanent position is not a hands-on engineer role but more of an internal consultant to the business.

Schedule

Monday- Friday

Responsibilities and Duties

• Conduct internal client assessments which includes current workflow, future vision, and implementation road map
• Architecting call/contact center solutions, coordinating with the IT department, Operations, and the general telephony and Contact Center product communities to design and drive the implementation of Contact Center solutions which meet the strategic needs of the Trojan Storage.
• Identifying gaps and issues, recommend areas of opportunity, determine potential timing, sequencing of improvement initiatives, and define the costs and benefits of proposed solutions
• Act as a technology partner between the Contact Center and IT and Operations to aid in planning, coordinating, and directing the delivery of business solutions to meet our Contact Center needs.
• Actively governs the IT elements of the project through its life cycle, ensuring the delivered solution is aligned with architecture and standards,
• Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor for internal and external customers
• Development of strategic designs. Conducting iterative reviews and revisions of design.
• Be capable of driving large contact center projects from an architecture and design perspective including: Call routing

Multi-site virtual centers
Inbound/outbound self-service/queuing and applications
Agent desktop
Deployment approach

• Identify technology solutions and applications that meet the internal client’s business requirements from both a functional and technical perspective
• Develop internal documentation for Contact Center solutions network and hardware requirements: Technical white papers

Position papers as they relate to technology solutions
Technical proposals
Cost proposals and budgetary estimates

• Develop internal documentation for strategic solutions.
• Collaborates, negotiates, and influences technical direction and decision making with internal clients to enable the delivery of quality for contact center solutions.
• Enhances Contact Center Services division reputation by identifying areas for expansion and improvement both internal and external; this duty requires forward looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications.
• Identifies new product opportunities as they relate to Contact Center systems.

Qualifications and Skills

• Minimum 7 years’ experience in IT related role
• Minimum 4 years’ experience with Contact Center technologies
• Minimum 2 years’ experience in Contact Center design role, leading projects with full accountability

Benefits

· 100% employer paid medical, dental, vision, and life insurance

· 401k match after one year of employment

· 12 vacation days per year

· 6 sick days per year

· Referral program

· Discount on storage unit

· Tuition reimbursement opportunities

· Mileage reimbursement

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• El Segundo, CA 90245: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT related role: 7 years (Required)
• Contact Center technologies: 4 years (Required)
• Contact Center design: 2 years (Required)

Work Location: One location

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