Call Center Operations Director

About the Role

Field Marketing Organization(FMO) seeks Call Center Operations professional to step in to manage and expand their sales call center operation. You will be responsible for overseeing compliance, staffing, technology, and reporting programs.

Duties & Responsibilities

• Determine call center operational strategies including capacity planning, cost/benefit analyses, sales reporting, and identification and implementation of technology platforms
• Develop call center systems including CRM, call recording, and monitoring technology
• Maintain and oversee daily compliance and quality assurance programs
• In partnership with sales, manage recruiting, orientation, training, coaching, counseling, and disciplining employees, including administering scheduling systems
• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends

Skills & Experience

• Bachelor’s degree required
• 5+ years of supervisory/management experience in a call center environment
• 3+ years of experience within call center operations including data/metrics, performance, trends etc.
• Proven track record within call center methodologies

Compensation, Benefits, & Perks

$80k to $100k + benefits package and ability to work fully remote.