Vice President of Call Center Operations

2 weeks ago

Phoenix, Arizona, United States Televerde Full time

Company Overview:


If you are interested in a role that is critical to our success and the overall success of our clients, look no further.

Televerde is a global demand generation company that provides sales and marketing solutions designed to acquire new business and accelerate revenue.

We serve as strategic partners offering proven solutions in the areas of marketing technology services, strategic engagement planning, data intelligence, demand generation, teleservices and inside sales.

Televerde has helped a wide range of large and mid-sized companies around the world generate revenue.


Televerde is a purpose driven company impacting and enhancing the lives of women in prison by skill-building, coaching and mentoring ensuring a bright future upon release from prison.

The Vice President, of Call Center Operations, will have a direct impact on the betterment and fulfillment of these women transitioning.


Job Overview:
This position is responsible for the management and oversight of 5 call centers. This includes management of manpower and functions required to provide capacity and capabilities to perform services for Clients.

Essential Functions and Responsibilities:
Agent Performance

Acquire and maintain an adequate supply of trained agents to ensure all Client services can be delivered within required time frames and at the productivity and profitability standards established.

Ensure achievement of high performance levels that anticipates Client's future needs, expectations and continuously enhances the competency of agents to handle more complex programs and solutions.

Maintain a hiring process that is scalable supporting rapid growth building a competent workforce and management team.

Manage an agent assessment program ensuring consistent training with defined performance metrics, coaching programs, as well as continuous improvement in agent performance ratings.

Ensure that the Agent Performance Managers ("APMs"), agents, trainers, coaches and all Department Of Corrections ("DOC") contract employees have calling campaign responsibilities on an ongoing basis.

Maintain metric/measurements and analysis processes to ensure Client satisfaction, productivity and profitability during growth spurt.

Manage a system user group in operations that provides recommendations on system enhancements and requirements for improving the ability of agents to perform their duties and provide enhanced services to Clients.

Campaign Management
Manage campaign performance evaluating agent results across campaigns establishing standards and expectations for support staff continuously improving campaign performance.

Participate in campaign triage/troubleshooting situations, and track campaign information through analysis and reporting to management on issues identified, resolved, and time frames for resolution.

Provide resources to test campaign messaging and provide feedback to Client Success through tracking, measuring and reporting on quality of deliverables, quality control rejects, rejected leads, etc.

Conduct campaign call performance calibration sessions, including call center management, Training and Development, Campaign Coordinators and Client Success Managers.
Ensure timely implementation of campaigns; including sufficient resources trained and ready for new programs to meet reasonable Client expectations.
In partnership with Client Success, build business with new Clients and turn "tests" into ongoing projects. Measure new client churn (shared with C/S and Sales).

Management Team

Ensure performance of management team, and provide ongoing education for the management team to assist with career growth and development.

Conduct periodic management meetings to ensure consistency of call center standards, policies and procedures across locations.
Ensure effective communications between/among the different call centers.

Ensure performance management of APMs through use of reviews, goal setting, career paths and APM scorecard and ranking system, with clear performance standards and measurements.

Operations
Ensure calling operations remain compliant with DOC rules and regulations.
Maintain relationships with DOC Administration at each location.
P&L ownership responsibilities maintaining profit margins and utilization targets for each call center.
Develop annual department goals in support of strategies and objectives.

Skills & Requirements

Education and Experience:
Bachelor's degree or equivalent years of related experience required. Master's degree preferred.
Minimum 10 years of responsible call center experience required.
7+ years successful management experience preferred.

Project management skills and ability to manage people and teams with multiple functions on various levels in the organization required.

Previous experience in program or account management required.
Past exposure to marketing and sales programs and functions.

Knowledge, Skills, and Abilities:
Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools
Ability to learn quickly while continually recognizing and adapting to changing conditions.
Ability to function in a fast-paced role and use innovation and creativity to generate ideas for quick response.
Strong management and leadership skills, with the ability to enthusiastically engage and motivate others.
Ability to collaborate with other departments to find solutions to business related issues.
Ability to benchmark and measure effectiveness of programs and campaigns and drive change for improvements.

A proven understanding of desired results and effective systems that can achieve the goals of the team and the organization.

Excellent verbal and written communication and document preparation skills.
Proven ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
Solid understanding of tactical and strategic marketing and sales methodologies.

Work Environment/Physical Demands

Location:
Perryville Correctional Facility. Occasional travel between Call Centers and Corporate office is required.

In some cases, the employee may have to walk a quarter of a mile from the correctional unit to the main office.


Essential physical requirements of this job include:
Ability to move wrists, hands, and/or fingers in a repetitive motion.
Ability to continuously stand, walk, reach, kneel, bend, stoop, push/pull, and sit.
Ability to lift up to 25 pounds occasionally.
Communicating effectively with employees, vendors, and clients.
Continuously working at a desk and computer

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