Telemarketing – Site Director
Code: TM-SD |
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| Job Description: |
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| The Site Director will lead strategic planning and tactical execution of the center. He/she will analyze and interpret information which helps develop future strategic plans. Assists in forecasting critical milestones and potential obstacles, and evaluates alternate courses of action. He/she will balance short-term and long-term strategic objectives to maximize performance on agreed upon metrics. The Site Director will provide technical and customer satisfaction guidance and support to the site departments and business partners regarding their areas of responsibility. This position will directly report to the Vice President of the company. |
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| Job Responsibilities: |
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Organize and manage the performance of site leadership and all others within the center |
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Direct site operations and ensure adherence to established schedules, policies, procedures, practices, and standards |
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Participate in strategic planning and formulate policies for customer service operations |
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Organize, plan, manage, and complete special projects as required |
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Ensure staffing/resource level reflects changes in customer demand |
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Analyze trends and customer feedback and recommend/implement policies and procedures |
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Monitor performance metrics, provide employees with feedback on progress and take steps to ensure work stays on course and goals are achieved |
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Meet regularly with site leadership and staff to review system performance |
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Help individuals recognize and shape their potential; provide a suitable work environment, provide recognition, and allow individuals the opportunity to develop to their full potential |
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Ensure proper interpretation and administration of corporate policies and procedures, including those involving personnel and EEO policies; ensures conformance to regulatory requirements (FCC, EEO, etc.) |
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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 8 years of management experience with a minimum of 5 years in successfully managing a medium to large-scale telemarketing operational department |
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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 |
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Demonstrated strong analytical skills, and significant experience with project, budget, and staff management |
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Proven ability to meet or exceed the targeted service levels and financial goals for the department |
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Proven ability to generate new sales, identify sales leads, and oversee the telemarketing programs |
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Proven ability to analyze and comprehend raw performance data and draw conclusions and implement solutions relevant to business needs |
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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 resolve conflicts and recognize opportunities to be a solutions provider |
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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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Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff |
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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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