Contact Center and Teleservices Manager Acurian
THIS JOB HAS EXPIRED Reports to:
Sr. Director, Global Consumer Marketing
Contact center professional with marketing services, client support and operations experience in the development, execution and management of a third party call center in support of Direct-to-Consumer (DTC) marketing programs. Demonstrate strong project management skills and implement multi-faceted, complex direct marketing programs. Knowledge of Privacy and Regulatory requirements with ability to inform and impact compliance decisions.
Specific Role and Responsibilities:
Manage 3rd party contact center in all aspects of operations, call quality, data quality, telephony and reporting including vendor selection, management and fiscal control.
Gather and document program specifications for contact center suppliers to execute inbound, outbound and digital marketing programs.
Provide feedback during the creative process to ensure best practices are followed. Ensure that design economies are realized when possible and that contact center scripts are consistent across channels.
Develop SOPs, Business Requirement Documents (BRDs) and/or work instructions for contact centers.
Develop contact center training content in accordance with identified Legal, Regulatory and program needs.
Conduct new and refresher training for contact center personnel, including CSRs, Quality Assurance, Supervisors, Team Leaders, Account Management and Trainers.
Demonstrate project management and communication skills to internal teams and external vendors to ensure outcomes are consistent with brand goals and objectives.
Prioritize conflicting/competing program support requirements across multiple campaigns, identifying implications for decision-making and communicating to projects and affected constituents.
Identify opportunities to reduce costs and lead time while maintaining quality, utilizing Information Technology and Telephony contact center capabilities.
Develop contact center scripts, both verbatim and call guide formats. This includes accompanying FAQs.
Develop contact center scripts in accordance with identified Legal, Regulatory and program needs.
Conduct regular call monitoring calibration sessions.
Research and manage all escalations.
Collaborate with key stakeholders to develop reports as required
A Bachelor?s degree is preferred.
Combined 5-10+ years experience of call center operations in financial services or telecommunications. Experience in Pharma DTC programs is a plus.
Knowledge and experience in development, testing and implementation of inbound and outbound telemarketing and contact center digital programs. This includes expertise of working in a contact center environment, preferably in Client Services and Operations management, execution of a new product launch and an understanding of contact center benchmarks and metrics throughout the industry.
Working knowledge of Click-to-Chat, Click-to-Call and other digital functionality as they relate to contact center interaction.
Expertise in using contact center Information Technology and Telephony to reduce costs, improve quality, reduce lead time, improve customer experience and meeting/exceeding program objectives.
Excellent project management and communication skills to direct internal teams, external vendors and to ensure outcomes consistent with project management goals and objectives.
Excellent verbal and written communication skills are required.
||Two Walnut Grove Drive |
Horsham, PA 19044
THIS JOB HAS EXPIRED