Contact Center Operations Director

s
Company: V Shred
Location: Las Vegas, NV 89103

Apply

*
V Shred is looking for a Contact Center Operations Director to build our brand new Contact Center from the ground up! We want the best. Someone who can take a blank canvas and create a highly functioning, revenue producing Contact Center that supports both customer inquiry inbound calls and sales related outbound calls for a hyper growth fitness and supplement brand who get thousands of new buyers per day.
*
*
This position will be a high salary and a percentage of the overall call center net. Again, we want the best. We want an industry leader. We want someone who will protect our brand while helping us maximize revenue and customer experience as we scale this company to a billion dollar monster.
*
*
We need someone who can come in and OWN THIS AREA of our business. If you need a turn-key, already functioning call center where you can just maintain some KPIs, punch a clock every week just to collect a paycheck, we’re not the right place for you.
*
*
If the idea of building something from the ground up with your name stamped on the front of it excites you, we want to talk. The person we’re looking for loves challenges. Loves the idea of creating their call center policies, programs, training routines, hiring, managing, etc. This is YOUR baby. This isthe thing when you look back on your career, you know you built something special.
*
*
We want someone who is data, customer, and quality driven, who knows how to build an amazing team culture with your reps, can build a world class training system, and who is an absolute master at maximizing revenue.
*
*
We ARE NOT looking for a slummy turn and burn call center where you will hire just anyone and beat up our client list. We have a special brand and we want our customer experience to be the industry standard and we expect the highest level of legal compliance from our director and his or her agents. We do not want any corners cut.
*
*
If that’s who YOU ARE, and you meet our requirements, what are you waiting for?
*

*
WHO WE’RE LOOKING FOR

  • You’ve successfully build a call center from scratch
  • DATA DRIVEN!!! You’ve developed strong KPIs for your direct reports as well as the call center overall. If you aren’t screening and scoring your agents with the utmost scrutiny, with a detailed scorecard, you aren’t our person.
  • You’ve managed both inbound support and outbound revenue driving (inside sales) call center environments
  • You know how to write high converting, yet 1,000% compliant sales scripts that convert, but don’t sound like a sleazy used car salesman.
  • You know how to create exceptional training programs that can get any employee up to speed quickly and they don’t go live until they are highly effective.
  • You know how to motivate your team to create revenue by educating customers on products that may be beneficial.
  • You know how to create a well educated team to handle support related inquiries so our customers feel they trust us and they are in good hands when they spend their money with us.
  • You know how to scale a team and can successfully run a call center with anywhere from 50 to 500 agents without losing any quality.

WHAT WE REQUIRE

  • Determine 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.
  • Develop, forecast, monitor and evaluate accurate and actionable daily, monthly, quarterly reporting (to financial goals and KPI’s) and prepare a deep analysis of performance
  • Maintain 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.
  • Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • 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.
  • Direct involvement in recruitment, selection, onboarding and ongoing skills development for all direct reports
  • Create and execute high quality, effective, and efficient training programs.
  • Manage the training and nesting process to ensure achieving of the expected results.
  • Develop talented team members to become the leaders of the future.
  • Hiring and firing authority for Trainers in the Division, hire/fire approval needed for Supervisors and Managers.
  • Develop and implement scripting and departmental policies that will ensure best in class customer experience satisfaction
  • Conduct performance reviews.
  • Develop and oversee a well-executed monitoring process that ensures a high level of quality.
  • Identify and resolve customer issues as well as participate in routine communications with clients to ensure complete customer satisfaction.
  • 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.

WHO’S QUALIFIED

  • Minimum of 7-10 years of progressive management experience in an operational contact center role
  • Strong knowledge of customer service and call center or multi-channel contact center operations including call center best practices, certification, real time and historical reporting metrics, call flow and workforce management, call routing strategy.
  • Experience building a call center from the ground up
  • Exceptional ability to develop and manage results-oriented recruiting and training programs
  • Experience and aptitude to analyze financial data against operational metrics to support operations management activities and decision making
  • Strength in managing and developing direct reports while ensuring strong management and leadership at all levels of responsibility
  • Experience creating strong KPIs for individuals and teams
  • Experience driving revenue through inside sales
  • Previous experience establishing inside sales goals, action plans, and managing the team to achieve those goals.
  • Extensive skill in development and delivery of inside sales strategies
  • Exceptional inside sales management skills

IF YOU WANT TO MAKE MORE MONEY THAN YOU’VE EVER MADE IN YOUR LIFE, WORK FOR A FAST GROWING BRAND WHERE YOU CAN BE A BIG PART OF SOMETHING SPECIAL, WHERE YOUR IMPACT IS MEASURED AND FELT…. PLEASE APPLY.

IF THAT SCARES YOU OR ANY OF THAT MAKES YOU FLINCH, DON’T WASTE OUR TIME OR YOURS, BECAUSE WE’LL TERMINATE THE CONTRACT QUICKLY IF YOU ARE EXPOSED AS NOT THE PERSON OUTLINED ABOVE. THIS IS AN ELITE LEVEL POSITION WITH ELITE LEVEL PAY, SO AN ELITE LEVEL OF EXPECTATIONS EXIST.
*

Job Type: Full-time

Experience:

  • Call Center Management: 7 years (Required)

Location:

  • Las Vegas, NV 89103 (Required)

Work authorization:

  • United States (Required)

Additional Compensation:

  • Bonuses

Work Location:

  • One location

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Paid time off
  • Professional development assistance

Schedule:

  • Monday to Friday