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National Director of Call Center Operations (2008-05-05)

Call Center Company: Orpine Communications

Description:
Orpine Communications is looking for individuals who are qualified for the position of National Director of Call Center Operations. Successfuly applicants for National Director of Call Center Operations will have a great career in Orpine Communications.

Job Description: The Director of Operations will be responsible for the overall strategy and direction of 24/7 call center operations Nationwide to include planning for and achieving long term objectives; the preparation of all budgets; performance and motivation of staff and staffing analysis; and the development of cost saving strategies to ensure the daily efficiency of all overall call center operations.

Job duties:

Must possess a minimum of five (5) to ten (10) years of Inbound and Outbound management experience.
Must be very strong in all elements of the Call Center – Inbound Customer Service, Inbound Sales, Outbound Business to Business Sales, Outbound Business to Consumer Sales and upselling.
Responsible for the day to day operations of the Contact Centers Nationwide.
Assumes full P&L responsibility ensuring attainment of call center revenue and cost budgets.
Proven track record of high performance with progressive call center management experience within a fast-paced, customer service environment is required
Ability to successfully direct inbound and outbound service and sales functions is required.
Must be familiar with call center technology, telephone networks and IVR systems.
Strong commitment to customer service with expertise in successfully resolving difficult customer situations on a consistent basis desired.
Assists in development of established script and call-handling strategies.
Supervises staff training, motivational, coaching and incentive programs, and adherence to Orpine corporate personnel policies, procedures and standards.
Manages to the bottom line and maximizes call production hours.
Meets and exceeds Gross Margins and Operating Incomes as established by Secure Call Management Inc.
Oversees staff and agent productivity and quota levels to identify strengths and improve on weaknesses or replicate successes.
Monitors equipment performance and reports the need for new equipment.
Bachelor’s degree required.
Bilingual English & Spanish A MUST
20% initial travel nationwide. Potential increase to 50% travel.
Salary commensurate with experience.
Additional responsibilities:
To include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Coordinates the execution of administrative work to support staff and other sales-related departments, such as order processing and distribution.
Trains staff in cross-selling and product knowledge, and monitors effectiveness.
Assists in List Segmentation, List Mining and List Calling options.