Director, Inbound Customer Service Operations

About Televerde

Televerde helps global B2B organizations generate demand and accelerate sales through a combination of omnichannel marketing solutions involving data solutions, marketing technology and highly skilled sales professionals. Televerde is a purpose-driven company that has generated more than $65B in pipeline and over $12B in revenue for clients. To learn more, visit https: www.televerde.com.

Job Purpose

The Director, Inbound Customer Service Operations, is responsible for overseeing inbound customer service operations for multi-site engagement centers. This role will be directly responsible for management and development of Supervisors and all operations support staff. Additionally, you will be responsible for development and continuous process improvement for overarching operations strategy, as it pertains to performance, culture and client facing objectives. This role will work closely with our top revenue generating client and internal leadership teams. Tactical emphasis is on quality management, workforce planning, coaching, and training. This role will provide you the opportunity to manage a large inbound customer service program with one of our top clients.

Essential Functions and Responsibilities

• Provides strong and dynamic leadership that mentors, develops, and guides a team of direct front line supervisors and indirect reports (100 )
• Delivers results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
• Manage high-level relationships with clients. Speak comfortably on reporting, analytics, and the success we are delivering tied to client service level agreements
• Coordinates analytic, strategic, and technical resources to meet client expectations and guarantee satisfaction
• Analyze and identify opportunities to improve the customer experience by analyzing trends for opportunities to improve service levels and client results
• Manage metrics, performance criteria, policies, and procedures to continuously improve engagement center productivity
• Ensures compliance with regulatory DOC guidelines and standards within our engagement center facilities

Education and Experience

• Bachelor's degree (or equivalent years of related experience).
• 10 years of call center experience within a management capacity
• 7 years of successful management experience preferred.
• Project management skills and the ability to manage people and teams within multiple functions, on various levels in the organization.
• Must pass a DOC Clearance Badge (security clearance)

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, and proactively implement creative solutions.
• Ability to learn quickly while continually recognizing and adapting to changing conditions.
• Ability to make sound decisions and implement practical, timely solutions.
• Ability to effectively delegate as necessary, with appropriate follow-up and accountability as it relates to timely results.
• Ability to benchmark and measure effectiveness of programs and campaigns in order to drive change for improvements.
• Excellent verbal and written communication skills in addition to 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.
• Strong business and analytical skills.