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Michelle Louden
Vice President, Call Center
Posted: 11/08/2024
2024-11-08
2025-01-07
Employment Type:
Direct Hire
Job Category: Call Center
Job Number: 21387
Earning Potential: Depending upon experience, starting at $120,000 + bonus opportunities
Job Description
Job ID 21387 – Vice President, Call Center (Outbound required)
Location: St. Petersburg, 33701 – This position is onsite
Pay: Depending upon experience, starting at $120,000 + bonus opportunities
Type: Direct hire
Department hours: 8:30 AM – 7:00 PM EST
Summary: Growing startup going through mid-cycle seeks to add a VP, this role will be the second highest ranked at the company and over several teams. This individual will be data focused.
Job description:
What does success look like?
Week 1 - Exceptional leadership presence.
30 Days - Growing call center, capabilities, cross-training teams, working with the technology
60 Days - Develop plans to improve employee retention.
90 Days - Assessment of leadership team training program. Working on new product launches, facilitate launch being successful. Redoing compensation plan for agents, how to put the right incentive metrics in place.
2024-2025 Growth Plans - Double the employee count/hours worked
Requirements:
Location: St. Petersburg, 33701 – This position is onsite
Pay: Depending upon experience, starting at $120,000 + bonus opportunities
Type: Direct hire
Department hours: 8:30 AM – 7:00 PM EST
Summary: Growing startup going through mid-cycle seeks to add a VP, this role will be the second highest ranked at the company and over several teams. This individual will be data focused.
Job description:
- Spearhead data-driven decision-making through thorough analysis and utilization of data to formulate scorecards and strategic workplans.
- Champion employee engagement strategies to cultivate a vibrant organizational culture and elevate retention metrics.
- Employ an influential leadership approach to actively engage with teams, fostering a cohesive and motivated workforce.
- Supervise and mentor a diverse team comprising Floor Managers, Training Teams, Team Leaders, and potentially Facilities staff.
- Oversee comprehensive call center operations encompassing remote agents, on-site employees, and gig workers across multiple locations, including subcontractors and sister company.
- Enhance leadership team training programs to promote continuous development and effectiveness.
- Lead cross-functional teams to ensure successful launches of new products, aligning strategies and coordinating seamless execution.
- Revamp agent compensation plans, integrating pertinent incentive metrics to optimize performance.
- Propel call center growth initiatives by implementing cross-training programs and collaborating with technology teams to enhance capabilities.
- Manage the configuration for the upcoming AI product rollout, utilizing agent insights to refine consumer response scripts.
- Collaborate closely with vendors to develop cutting-edge technology solutions, particularly in support of onboarding new wealth agents.
What does success look like?
Week 1 - Exceptional leadership presence.
30 Days - Growing call center, capabilities, cross-training teams, working with the technology
60 Days - Develop plans to improve employee retention.
90 Days - Assessment of leadership team training program. Working on new product launches, facilitate launch being successful. Redoing compensation plan for agents, how to put the right incentive metrics in place.
2024-2025 Growth Plans - Double the employee count/hours worked
Requirements:
- Must have a strong call center background, outbound call center experience highly preferred
- Must be extremely data driven with the ability to understand data and how it fits together. Ability to use data to drive decision-making. Proven experience leading with scorecards and moving to workplans.
- Well versed in metrics, training, recruitment, retention, compensation, scorecards.
- Proven experience in employee engagement and experienced with driving culture. Must be engaging with strategies to improve retention. Must be a “walk the floor” type of leader with presence, lead through influence.
- High school diploma or equivalent required.
- Background check required.
Meet Your Recruiter
Michelle Louden
Senior Director of Client Services
Hi, I’m Michelle, Senior Director of Client Services. I look forward to connecting with you on your job search.