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Sr. Director - Call Center

Call Center Job ID: 2203980 Boise, Idaho Apply Now
A career with DIRECTV means you’ll play a leading role in building the future of tech and entertainment. It’s an opportunity to join us from the start, as we embark on our new journey to take entertainment to the next level. Don’t get us wrong, we know it’s a big job – but it comes with even bigger rewards. Networking, training, and the support and resources you need to build a career that is sure to take center stage.
This position must be located in Boise, ID
Director - Call Center is responsible for all functions of call center operational areas within the business unit, including daily operations, managing budgets, and implementing best practices.
  • Responsible for Area Manager/Associate Director performance
  • May develop and implement operational budget. Reviews monthly financial reports to ensure that costs are controlled and accurately reported.
  • Lead and participate in the development of long-range strategic business plans, policies and performance objectives. Interactions will involve influencing and persuading other senior level managers.
  • Facilitates teamwork and productivity improvements within the department
  • Works with HR on employee relations issues
  • Facilitate regular employee feedback sessions
  • Partners with national quality team to identify quality improvement opportunities
  • Partner with national forecasting team to review / plan for volume and staffing adjustments within the business
  • Involved in the resolution of highly complex and/or critical customer questions/issues
  • Plans and implements customer retention initiatives
  • Directs a broad range of customer service activities to ensure high quality service is provided in the resolution of customer questions and issues
  • Monitors and maintains operational performance metrics
  • Analyzes operational practices for effectiveness and practicality, determines best practices, and implements solutions
  • Create an environment which encourages employee growth
  • Create an environment which encourages employee growth and development
  • Identifies and implements solutions to improve service delivery and reduce operating expenses

Required Qualifications:
  • Minimum of 5 years management experience, including leadership in the call center or customer service environment
  • Excellent leadership, interpersonal and communication skills; skilled in influencing and gaining the acceptance of others in sensitive situations
  • Demonstrated ability to handle and resolve complex customer situations in an effective manner
  • Demonstrated ability to initiate, lead, and implement process improvements and departmental or organizational changes
  • Ability to work independently and meet deadlines in a fast-paced, detail oriented environment
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Excellent, proven decision-making ability particularly in situations with critical impacts to the overall organization
  • Solid project management skills
  • Ability to operate a personal computer and use standard business software applications
  • Ability to work extended/variable hours, including weekends, holidays, evenings, etc. as necessary
Preferred Qualifications:
  • Availability and willingness to travel if necessary

Education: Bachelor's or Advanced degree preferred.

Experience: Typically requires 10 or more years of experience and at least two years of management responsibility.

Supervisory: Yes.

This position is subject to the DIRECTV COVID-19 Vaccination Policy. Click here for additional information.

DIRECTV will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws
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Job Posting: Jan 12, 2022, 4:20:09 PM
Schedule: Full-time
Job Level: Director/Principal/Third Level Manager
Apply Now