Telemarketing – Client Services Director
Code: TM-OM |
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| Job Description: |
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| The Operations Director will monitor the workflow between Scheduling Coordinators, Field Operations, Account Management and the customer to ensure customer satisfaction through timely and accurate responses. He/she will have proven success operating in a highly regulated environment, and demonstrated ability to balance the management of vendors and clients while also managing multiple projects. This position will directly report to the Vice President of the company. |
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| Job Responsibilities: |
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Support business development initiatives that assist in revenue growth of the company by generating new sales, identifying sales leads, and overseeing the telemarketing programs |
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Meet company objectives by developing and managing an annual budget for the department, and providing recommendations regarding the departmental structure to meet the needs of a continuously changing market place |
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Ensure system and report updates occur in a timely manner by managing account instructions, association of reports, scheduling and fee updates, and sales tracker |
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Develop and maintain training material associated with scheduling, routing the customer satisfaction reporting and location analysis tools to ensure organizational understanding of policy, practices and procedures across these systems; develop communication on system updates to ensure user knowledge base remains current |
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Develop effective working relationships with both internal and external customers by measuring satisfaction through customer satisfaction surveys and responding to scheduling and routing requests |
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Reduce scheduling errors by measuring effectiveness of scheduling process, monitoring for improvement in key quality measures and recommending solutions that increase efficiencies |
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Select, develop, train, and provide general direction to subordinates to ensure the successful performance of their principle duties and responsibilities by assigning customer accounts, measuring and monitoring key performance metrics, and creating a positive work environment to increase productivity |
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Administer financial reporting by producing accurate sales volume figures which drive the profit planning process, and administering credible account analysis reports on a weekly basis |
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Continually investigate and introduce process improvement measures and present suggestions to the Vice President of Operations 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 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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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, along with sound technical background in use of proprietary software associated with client service functions |
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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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