Senior Director

6 days ago

Long Island City NY USA, United States a4 Media Full time
About the Role

We are seeking a highly experienced Senior Director to lead our Care BPO Operations team. As a key member of our leadership team, you will be responsible for the execution of all operational aspects of our Inbound/Outbound Operations & BPO Management.

Key Responsibilities
  • Staffing and Scheduling: Manage staffing levels across multiple BPO groups to ensure achievement of operational objectives within call center operations.
  • Compensation and Incentives: Develop and implement comprehensive compensation plans with strategic use of incentives for sales and efficiency.
  • Customer Experience: Oversee and direct sales/Care Operations to ensure that all customer activities and interactions are handled fairly and effectively.
  • Policies and Procedures: Establish policies and procedures to provide necessary customer service and promote good customer relations.
  • Training and Development: Oversee the execution of the training program and personnel to ensure technical and soft skills of the call center representatives are up to date.
  • Performance Analysis: Assist Senior Leadership in attaining operational objectives by supplying relevant analysis of operation performance data, as well as developing recommendations and action plans to address issues.
  • Vendor Management: Work with various BPO partners to ensure they comply with agreed SLAs and contractual terms.
Requirements
  • Education: Bachelor's degree in a related field. MBA preferred.
  • Experience: Minimum ten years Cable customer service/call center experience consulting, strategic planning, Outbound & Care Operations Sales.
  • Leadership Experience: Minimum ten years Senior management/leadership experience.
  • Skills: Strong computer skills including Microsoft Word, Outlook, and advanced Excel and PowerPoint.
  • Results-Oriented: Proven ability to increase contact rates and yield to ensure goal achievement.
About Us

a4 Media is a leading provider of innovative solutions for the media and entertainment industry. We are committed to empowering our employees to take ownership and drive results. Our core values include Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise.

We are an Equal Opportunity Employer committed to recruiting, hiring, and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

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