Fwd: Call Center Director

[John Ramette]

Anyone interested in moving to Kansas?

Begin forwarded message:

From: "Ernesto D'escoubet" <ern...@thecallcentergroupa-z.com>

Date: June 6, 2012 11:37:08 AM CDT

To: "John Ramette" <jrra...@verizon.net>

Subject: Call Center Director

Reply-To: "Ernesto D'escoubet" <ern...@thecallcentergroupa-z.com>

 

Excellent client, growing at a rate of over 20% per year, has an immediate opening for a Call Center Director, Operations in Kansas (relocation assistance available). 

 

----------------------------------------------------------------------------------------------------------------------------------------------------------------------

Why am I getting this email?

Your contact information is either in our database or was surfaced in a targeted keyword search through multiple job boards. The Call Center Group A-Z makes every effort to reduce spam by only sharing with you opportunities that best fit your skill set based on the limited search parameters provided by the job boards. They are not perfect, however, and we apologize in advance for any inconvenience this may cause you. Even if you are not interested in this position, please take a moment to see what other opportunities we have available in our jobs section. Most opportunities require some level of call center experience. While we were able to find your contact information, we may not yet have your resume registered in our system. In order to apply for any position with The Call Center Group A-Z, you must register and upload your resume. Instructions on how to do so are below the following job description.

---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

 

This successful candidate would be responsible for growing and nurturing the operations team in KS. He or she is pivotal to ensuring that our Advisors and Managers are well trained, highly knowledgeable in the financial aid processes and products we offer to clients, deliver high quality, consistent client service and are able to optimize their productivity through applications and systems. Travel required to our offices in Sacramento, CA on occasion.

The duties include but are not limited to the following:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Application Review and Processing (ARP)
• Constantly challenge our approach, processes and standards to produce a world class experience for our clients with regard to completing offline applications, client communication and timely submission to ED.
• Play an integral part of our deadline nights ensuring that deadline applications get submitted to ED, phones are properly staffed in KS, and there is a high level of management presence and participation
• Ensure that we are following the proper guidelines when reviewing applications. Challenge the guidelines to make sure they are appropriate.
• Responsible for meeting SLA's with regard to the applications being reviewed and processed, and that the ARP statuses are being properly managed

KS Office Management

• Grow and maintain our company culture in the KS office; reinforce company policies and procedures, and maintain the highest possible levels of morale
• Organize regular and relevant team and company updates
• Lead recruiting efforts to ensure we are able to obtain high quality candidates
• Oversee ARP Advisors professional development through performance management and setting goals
• Professionally develop the management team and leads by setting goals, giving feedback and being an example

Training & Quality Assurance

• Work with the team to combine monitoring & Verint scores with call center statistics and track the quality of FAFSALive and online applications through reporting in MMAPS
• Constantly assess and make suggestions that will improve our training and monitoring results
• Successfully manage all SLA's applicable to the KS operations (phone volume, email, chat, ARP, retention and monitoring)
• Identify security and loss prevention risks within the Operations team in KS and CA. Manage and enforce all policies to mitigate risk; document instances of security breaches and issues
• Head of our Standard Operating Procedures - ensuring they are followed and implementing new procedures between KS and CA

Primary job-specific responsibilities used to evaluate performance:

1. Responsible for developing a company culture through performance management and positive reinforcement that results in a highly productive and thriving team
2. Responsible for the overall efficiency, productivity and results as it relates to the entire review and processing of applications, retention, & email
3. Meet/exceed the highest possible quality assurance scores and results related to training, monitoring, Verint results and QA metrics as outlined by CEO and VP of Operations.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must Haves:

• Managed a call center as a site director with full responsibility with a min of 100 seats
• Must have strong management and project management skills
• You must be strong with your KPI's
• Must be strong with metrics
• Coaching, mentoring and growing a team
• Stable work record

• Excellent leadership and mentoring skills
• Must be very disciplined and goal driven
• Excellent staff motivation skills
• Professional, accountable, and creative
• Excellent knowledge of MS Office Suite
• Detail and goal oriented
• Excellent written and verbal communication skills
• Superb ability to handle employee relation issues with an appropriate level of empathy
• Superb organizational skills

EDUCATION and/or EXPERIENCE:

• Bachelors Degree preferred, but not required.
• 7+ years related experience in employee management, call center, operations, financial products and/or project management preferred.
• Effective and professional verbal and written communication and business writing skills.
• Efficient knowledge of computer-based applications, internet applications, Microsoft Office Suite proficiency.

Compensation:

Competitive salary based on experience

Benefits
Some relocation assistance available

Upon interest and met qualifications, email with your CV.

Sincerely

Ernesto J. D'Escoubet

The Call Center Group, A-Z

Office, 786-395-1334