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Call Center Operations Director

Employer
Capstone Search Group
Location
Remote within United States
Salary
$80k to $100k
Closing date
Dec 10, 2021

View more

Category
Customer Service, Operations
Job Type
Full Time
Career Level
Manager

Job Details

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.

Company

Capstone Search Group is an insurance recruiting firm that offers creative, unique staffing solutions for the insurance industry! Our clients include insurance companies, agencies, brokers and intermediaries. Our goal as insurance recruiters is to help insurance organizations identify, attract and retain experienced talent that impacts immediate openings and promotes future growth. We offer Direct Hire (Contingency Search, Engaged/Retained and Recruitment Process Outsourcing [RPO]) and Contract Solutions (long-term contract, 1099 and temp-to-perm).

Company info
Website
Telephone
5152165457
Location
10647 Justin Drive
Urbandale
IA
50322
US

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