Telemarketing – Vice President, Operations
Code: TM-VP-Ops |
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| Job Description: |
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| The Vice President of Operations will be responsible for ensuring delivery of client goals and objectives. He/she will be assigned to a specific location to manage. He/she will serve as a consultant and relationship manager for client base providing value added CRM strategies and solutions. The Vice President of Operations will directly report to the Chief Operating Officer. |
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| Job Responsibilities: |
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Ensure the delivery of client goals and objectives; work with the Directors to ensure meeting client goals and objectives |
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Oversee the financial and operational performance of the center |
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Provide direction and support to the Directors and develop strategies to ensure effective and efficient operations |
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Provide direction and leadership to management team including career development, project management and professional growth |
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Investigate and harvest new opportunities to expand existing business |
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Support the Business Development team on adding new business including preparation of RFPs, client presentations, center tours and idea generation |
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In partnership with peer leadership, create and enforce consistent policies and procedures for the telemarketing center |
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Work closely with the Information Technology department to determine the appropriate technologies to be utilized in the center |
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Ensure the provision of an employee centric environment where people are developed, contributions are rewarded and opportunities are created |
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Ensure that the telemarketing center is working to create a positive culture and are adhering to guidelines and procedures |
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Continually investigate and introduce process improvement measures and present suggestions to the COO for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably in Business Management/Administration or any business- or technology-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 10 years of management experience with a minimum of 5 years in successfully managing a large-scale telemarketing call center |
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Proven ability of strategic planning and execution throughout the company |
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Proven ability to effectively direct and develop executive management of a call center |
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Expert level knowledge of telemarketing techniques, systems, policies, and procedures; expert level knowledge and extensive understanding of sales, marketing, and account management concepts and techniques; strong analytical skills, and significant experience with project, budget, and staff management |
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Demonstrated experience in establishing, implementing, and managing effective work processes within a large organization structure |
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Proven ability to prepare comprehensive business plans and strategies and deliver the results in a multi-tasking environment; proven ability to generate new sales, identify sales leads, and oversee the telemarketing programs |
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Proven ability to develop and produce reports from existing systems, analyze them and make recommendations; must be able to work and produce results under pressure |
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Proven ability to select, train, motivate, and guide subordinates toward future development, including discipline and corrective action necessary to increase productivity; demonstrated exceptional skills in achieving team objectives |
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Demonstrated proficiency in PC applications and all information systems used in the telemarketing company |
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Proven ability to deal tactfully and diplomatically at all levels of the organization and with clients/potential clients of all personality types |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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