Director of Call Center Operations All Web Leads
THIS JOB HAS EXPIRED All Web Leads, Inc. is one of the most successful web marketing and lead generation providers to the US Insurance industry. We use Internet marketing to turn consumer interest in insurance products into policy sales for most of the largest insurance carriers (and their agents) in the world. We?ve been recognized by the Austin Business Journal as one of their ?Fast 50? fastest growing private companies in Central Texas for the fifth consecutive year. Inc. magazine also ranked us on its 29th annual Inc. 500, an exclusive ranking of the nation?s fastest-growing private companies. We are a tight-knit team with a fast paced, energetic, and entrepreneurial company culture.
As our Director of Call Center Operations, you will be responsible for the leadership and day-to-day management of our virtual call center (100+ work from home contractors). This includes our Live Connect Concierge (LCC) and Return Verification Specialist (RVS) teams, as well as the hiring, coaching and development of each.
Strong leadership, communication and people skills are necessary for success as this role interacts daily with senior management as well as the sales, marketing, engineering and finance teams within AWL. A high degree of ownership, judgment, initiative and follow-through are also critical.
Finally, a strong commitment to AWL values as well as your positive, outgoing, and results-oriented mind-set will help you set the pace to exceed the demands of this cutting-edge role.
Direct all operations and activities within the call center, including scheduling, hiring, training, oversight and improvement of key performance indicators, management of call center software, performance monitoring/quality assurance, and employee development /mentoring.
Ensure that the revenue, profitability, and productivity goals established for the call center based products and services are met daily, monthly, quarterly, and annually.
Responsible for the establishment of and compliance with best practices and processes across call centers as well as continual implementation of process improvements.
Provide leadership and direction for the 8+ Team Leads. Build a team environment through regular contact, communication, and onsite and conference call meetings with staff and team.
Manage and optimize reporting and analytics on all call center KPIs and business unit operations, including labor head count forecasting, labor cost budgeting, compliance, and productivity.
Serve as the business lead for and partner with IT to support continued development of the technology infrastructure, including the hardware, software, and telephony required. Responsible for future implementations of additional contact channels such as Click to Chat and outbound solicitation.
Oversee management of all HR issues for the call center including interviewing and hiring new employees, modifying or introducing new staff policies or programs, implementing incentive and recognition programs, driving on-time and accurate payroll processing, and ensuring staff compliance with all policies and programs.
Direct the growth of the call center to achieve an expected 50%-100% headcount increase, including the integration of new products and services, in 2013.
BA or BS degree preferred.
3-5 years of call center leadership experience including accountability for operations management, performance metrics, continuous improvement, and process excellence.
Call center software application knowledge preferred. Advanced skills with Five9 a plus.
Demonstrated ability to define, refine, and implement call center processes, procedures and policies that drive productivity and quality.
Ability to conduct and manage sophisticated and creative analysis of complex data and translate the results into actionable deliverables, messages, and presentations
Strong time management skills and proven ability to multi-task, efficiently prioritize tasks, and drive projects to completion.
High level of personal integrity and the ability to excel in a team environment.
Extremely self-motivated individual with strong work ethic.
Excellent verbal and written communication and presentation skills.
Strong skills in Microsoft Outlook, Word, Excel and PowerPoint.
||8716 North Mopac |
Austin, TX 78759
THIS JOB HAS EXPIRED