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SVP Call Center Marketing & Operations

Company: PR/Marketing /Advertising, Clearwater, FL
Location: Clearwater
Posted on: February 10, 2019

Job Description:

Are you a seasoned operations leader looking to expand into a broader role Do you enjoy a fast paced environment Are you a highly motivated self-starter who is always looking to reset the bar Are you interested in joining a company that is exploding with growth We are looking for a seasoned leader interested in growing with us. The SVP of Call Center Marketing & Operations will provide an inspired sense of leadership by overseeing the day-to-day operations of 120 employees and growing including sales reps, team leads, trainers, supervisors and managers. This position will report to the EVP & GM of Call Center. Relocation Offered. Responsibilities: • Work with EVP to develop short and long-term business and strategic plans and organizational structure • Support call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; contributing information and analysis to organizational strategic plans and reviews. • Maintains and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. • Support call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. • Maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision • Responsible for the development for all direct reports, ensure DMS attracts and retains the best talent. • Conduct client weekly, monthly and quarterly performance reviews. • Foster a culture of open and honest communication with employees, client, peers and management. • Management of any client escalations relating to the operational team’s performance • Oversee a well-executed monitoring process that ensures a high level of quality • Make recommendations and implement changes to improve service efficiency, while maintaining budget requirements • Develop and ensure the generation and analysis of daily, weekly and monthly reports to be used by management and clients to assess and improve the operations • Evaluate current reporting tools and performance measurements and make continuous improvements as needed • Champion new technology improvements and system enhancements to meet business objectives • Perform other tasks as assigned Requirements: • 10 plus years of experience in call center management • Lead generation and performance marketing preferred (Education or Mortgage experience a plus) • Technology savvy as it relates to dialers, CRM, reporting platforms, phone systems. • Knowledge of Five9 a plus. • Bachelor’s degree in Business or related field of study or equivalent experience • Must have experience in coaching, mentoring and fostering a positive work environment • Must have proven experience dealing with conflict management • Ability to acquire and maintain an in-depth knowledge of company operations, systems, contract guidelines and other required policies and procedures • Ability to handle confidential information in a professional manner • Strong business and financial acumen • Process-oriented with strong analytical and communication skills • Ability to think strategically and tactically within a dynamic, fast-paced organization • Proficient in Microsoft Office Suite - Excel, Access, Outlook, Word, etc. • Strong written, verbal and interpersonal communication skills with an ability to present information to groups • Expert in reporting software and analysis • Ability to handle pressure and work to hourly, daily, weekly, monthly and annual goals

Keywords: PR/Marketing /Advertising, Clearwater, FL, Clearwater , SVP Call Center Marketing & Operations, Advertising , Clearwater, Florida

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