Call Center Manager

About Televerde

Televerde helps global B2B organizations generate demand and accelerate sales through a combination of strategic data solutions, marketing technology and highly skilled sales professionals. Since inception in 1994, Televerde has been a purpose-driven company generating more than $8 billion in revenue for its clients. To learn more, visit https: http://www.televerde.com.

Job Purpose

The Call Center Manager is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The Call Center Manager executes the vision for the operation insuring the Call Center meets customer and organization needs.

Essential Functions and Responsibilities

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
• Responsible for development and administration of annual department budget to attain business goals with operational stability,
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
• Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
• Manage and expand client and coworker relationships,
• Insure compliance with regulatory agency guidelines and standards.

Knowledge, Skills, and Abilities

• Strong management and leadership skills, with the ability to enthusiastically engage and motivate others.
• Proven ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
• Ability to effectively delegate as necessary, with appropriate follow-up and accountability for timely results.
• Ability to benchmark and measure effectiveness of programs and campaigns and drive change for improvements.
• Excellent verbal and written communication and document preparation skills.
• Proficient in Windows-based software applications and the ability to understand system logic and capabilities.
• Solid understanding of tactical and strategic marketing methodologies.

Education and Experience

• Bachelor’s degree or equivalent years of related experience required.
• 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.