Nations Info Corp is looking for a Director of Call Center Operations who will oversee and manage both the company’s inbound support and outbound telesales call centers, based both domestically and overseas. Core duties include management and leadership of processes for the continuous improvement of the customer experience and sales performance. The tactical focus will be on delivering excellent customer service and optimizing sales conversion in addition to efficiency management, workforce planning, recruiting and hiring, team building and training. Key performance metrics include service quality scores, abandonment rate, staffing utilization, save rate, contact rate, conversion rate, calls taken per hour and cost per call. A commitment to excellence is demonstrated through on-going staff development programs, enhancing employee engagement, service, knowledge, skills, and morale.