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Dynamic Outbound Call Center Operations Director
Company: Volt
Location: Austin, TX
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Contact Information
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Job Description
Excellent opportunity for a determined outbound call center operations manager!
The Director of Outbound Operations leads the Outbound department to achieve operational and financial goals. This analytical and process driven professional is expected to demonstrate outbound expertise, strategic leadership and have proven experience with managing people. This person is responsible for the overall outbound Call Center management of their Rep teams, goal establishment and achievement, coaching and development and reporting. This person is responsible for staffing, hiring, training, developing and motivating outbound reps. The Director will provide direction and leadership to direct reports and is accountable for their development and guidance on a daily basis.
Essential Functions and Responsibilities:
Manage and lead Outbound Teleservices department.
Develop results driven strategy and program design for Lead Generation, Lead Management, Sales and Seminar Registration programs.
Build an organization focused to deliver quality results and manage the team to deliver customer programs.
Support and participate in the selling and design of new programs.
Responsible for overall department performance and financial goals.
Track and measure individual/team performance to goal.
Support Agent performance to client business objectives including: reporting, tracking, measuring individual and team performance in the areas of Metrics and Quality.
Responsible for Quality deliverables including: Leads Audit Process, weekly monitoring of each Representative, proactive call coaching, Quality reporting and analysis.
Manage and track Agent Adherence and Occurrence Process.
Manage Representative Development Plans including: Quarterly Performance Evaluations, Skills Inventory Management, Performance Improvement and Progressive Coaching Management, goal and expectation setting, annual reviews.
Manage daily operations including: staffing levels, recruiting, hiring, disciplinary actions, Representative conversion, Harte-Hanks HR management and new hire training.
Proactively communicate cross departmentally to resolve all operational issues.
Develop and maintain on-going training plans and readiness campaigns for client accounts.
Manage weekly, monthly and quarterly incentive initiatives.
Reporting management for Superiors, Representatives, Clients and Client Services.
Proactive communication and participation in weekly departmental meetings, client conference calls, weekly account team meeting and monthly account reviews.
Job Requirements
Required Experience, Skills and Education:
10 years leading Outbound programs.
Understanding of Outbound practices, metrics and KPIs as well as how to build measurable plans to improve them.
Six Sigma Yellow or Green belt preferred.
Strong organizational, leadership and interpersonal management skills.
Proven ability to develop and produce reports from existing systems, analyze them and make informed recommendations.
Demonstrated communication skills both written and verbal.
Must be able to foster a positive an productive work environment, with the ability to lead, build teams and coach staff.
Ability to work in a dynamic, fast paced atmosphere.
Solid understanding of computer basics (Windows, Word, PowerPoint, Excel, the Internet).
Ability to speak, read and write in English.
4 year college degree or equivalent.
Volt is an EOE
Location: Austin, TX
Type: DIRECT
Duration: Direct
Pay Rate: Negotiable
Contact:
Volt Technical Resources
Austin023999@volt.com
Volt Workforce Solutions
12007 Research Blvd., Suite 103
Austin, TX 78759
PH: 512/219-6070
FX: 512/219-6059
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